IT Support Technician - I

Position Summary

The IT Support Specialist Tier 1 provides first-line technical support to end users, resolving common hardware, software, account, and connectivity issues. This role focuses on excellent customer service, accurate troubleshooting, and timely ticket resolution and escalation.

Key Responsibilities

• · Serve as the first point of contact for IT assistance via ticketing system, phone, chat, and/or email.
• · Troubleshoot and resolve basic desktop, laptop, mobile device, and peripheral issues (printers, docking stations, monitors, webcams, headsets).
• · Support common operating systems and productivity tools (Windows/macOS, Microsoft 365/Google Workspace, browsers).
• · Perform basic account administration:
• o Password resets, MFA assistance, account unlocks
• o User onboarding/offboarding tasks (access requests, group membership changes) per documented procedures
• · Workstation Setup & Deployment: Prepare and deploy new and replacement workstations by imaging/provisioning, applying security baselines and required software, validating functionality, and documenting asset details.
• · Diagnose basic network/connectivity issues (Wi‑Fi, VPN, DNS, IP configuration) and coordinate with network/admin teams as needed.
• · Install, configure, and update software; assist with patching and endpoint security tooling as directed.
• · Document incidents, requests, and resolutions clearly in the ticketing system; create/maintain knowledge base articles.
• · Escalate issues to Tier 2/3 with complete troubleshooting notes, logs, screenshots, and steps taken.
• · Support meeting room / AV basics where applicable.
• · Follow IT policies, security standards, and change management procedures.

Required Skills & Qualifications

• · 0–2 years of experience in IT support/help desk or relevant customer support role (internships accepted).
• · Strong troubleshooting fundamentals and ability to follow/run through diagnostic steps.
• · Familiarity with:
• · Windows 10/11 and/or macOS basics
• · Microsoft 365 (Outlook, Teams, OneDrive) or Google Workspace
• · Active Directory/Azure AD (Entra ID) fundamentals (users, groups, permissions) is a plus
• · Excellent communication and customer service skills; able to explain technical concepts to non-technical users.
• · Ability to prioritize tasks, meet SLAs, and work independently with good judgment.
• · Attention to detail in documentation and process adherence.
• Certifications (Expected to be completed within first 6 months): Microsoft (MS-900), JAMF 100

Preferred Qualifications

• · Certifications: CompTIA A+, Network+, ITIL Foundation.
• · Basic understanding of endpoint management tools (Intune, Jamf, SCCM) and remote support tools.
• · Experience supporting MFA, VPN clients, and endpoint protection software.
• · Ticketing system – ConnectWise

Work Environment / Physical Requirements

• · Ability to lift and move IT equipment up to ~25–50 lbs (as needed).
• · On-call rotation for escalations and after-hours maintenance windows.
• · Occasional onsite client visits for network cutovers, hardware replacements, or critical incidents.

Pay: $40,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Work Location: In person