The Support Technician, Tier I serves as the first point of contact for customers and employees seeking technical assistance. This role is responsible for answering support calls, responding to emails and chat inquiries, and troubleshooting basic IT issues. The ideal candidate has strong customer service skills, a basic understanding of IT systems, and the ability to resolve common technical problems efficiently.
Key Responsibilities:
- Answer incoming support calls, emails, and chat requests to assist with IT issues.
- Provide first-level troubleshooting for common hardware, software, and network issues.
- Walk users through basic troubleshooting steps and document resolutions.
- Escalate complex issues to Tier II or other appropriate teams when necessary.
- Create and update support tickets in the helpdesk system, ensuring accurate documentation.
- Assist with password resets, account unlocks, and basic system access requests.
- Educate users on IT best practices to prevent recurring issues.
- Maintain a high level of professionalism and customer service in all interactions.
- Follow company policies, procedures, and service level agreements (SLAs).
- Previous experience in a call center, helpdesk, or IT support environment.
- Familiarity with remote desktop tools and basic networking concepts.
- Strong problem-solving skills and the ability to adapt to new technologies.
- Experience supporting mobile devices and cloud-based applications.
Qualifications:
- High school diploma or equivalent (Associates degree or IT training preferred).
- 1+ year of experience in a customer service or IT support role (or relevant training).
- Basic knowledge of Windows,
- macOS, Microsoft Office, and common IT systems.
- Strong troubleshooting skills and ability to follow technical instructions.
- Excellent communication skills, both verbal and written.
- Ability to multitask and work efficiently in a fast-paced environment.
- Experience with a ticketing system (e.g., Zendesk, ServiceNow, or similar) is a plus.
