Overview

IT Support Technician I provides first-level support for issues related to computers and peripherals including problem determination, escalation, tracking and resolution. Assists local and remote users with troubleshooting and repairing computer hardware, software, network hardware, and mobiles devices, and performing technical & system diagnostics as required. The Technician understands desktop operating systems, routinely thinks outside the box to solve problems quickly and understands what impeccable customer service is. Basic knowledge of computer networks is required as Technician may have to troubleshoot issues related to network connectivity and network hardware configurations. The Technician will also be required to assist in asset management & tracking, maintaining internal documentation, and projects involving additions, upgrades, and changes to the company infrastructure.

Responsibilities

Essential Duties and Responsibilities:• Respond to IT support requests: Provide timely and effective technical assistance to end-users via phone, email, and in-person.• Setup hardware: Set up new computer systems including laptops, mobiles devices, printers, and network hardware.• Troubleshoot hardware and software issues: Diagnose and resolve problems related to desktops, laptops, printers, mobile devices, and other peripherals.• Install and configure software: Assist with the installation, configuration, and maintenance of software applications and operating systems.• User account management: Create, modify, and manage user accounts and permissions in various systems.• Documentation: Maintain accurate records of support requests, resolutions, and other relevant information in the ticketing system.• Inventory Management: Follow established protocols for inventory management throughout the hardware lifecycle, including but not limited to, shipping, receiving, tracking, counting, sorting, labeling, assets tagging, and recycling hardware.• Escalation: Escalate complex issues when necessary.• Customer service: Provide excellent customer service and ensure user satisfaction by addressing concerns and following up on resolved issues.• Training: Assist in training end-users on basic IT practices and software usage.• Meetings: Attend and contribute to scheduled meetings as necessary• Projects/Task: Assist with other IT related projects or tasks as needed or required• Conduct: Must Conduct self in an ethical, legal, and responsible manner at all times and adhere to the policies, principles, and guidance within the Employee Handbook and Code of Business Conduct

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Qualifications

• Minimum high-school diploma/GED equivalent
• Strong understanding of Microsoft operating systems
• Good understanding of Apple operating systems
• Able to read and understand technical manuals
• Ability to multi-task and prioritize projects effectively
• Able to take direction well and apply it as necessary