IT Support Technician (Level I)

SUMMARY:

Reporting to the Vice President of Information Technology, the IT Technician (Level I) is a proactive and customer-focused role, functioning as the first point of contact for users experiencing technical issues.  The IT Technician will be responsible for basic troubleshooting, resolving common problems, and escalating more complex issues as needed.

DIRECT REPORTS:

• N/A

KEY RESPONSIBILITIES & DUTIES:  

• Serves as the first point of contact for IT support requests through the IT ticketing software, phone, or in-person, ensuring all requests are logged and tracked
• Resolves common hardware, software and network issues
• Provides guidance on routine problems and assist users with basic technical questions
• Monitors system alerts and notifications 
• Performs initial diagnostics to identify and address issues
• Coordinates new hire set-up with Human Resources and the hiring manager. Assist with the setup, configuration, and maintenance of user workstations, including installation of software and peripheral devices
• Maintains accurate and detailed records of support interactions and resolutions
• Updates and manages knowledge base articles for common issues
• Identifies and escalates complex issues to the Vice President, IT or designate   
• Follows-up with users to ensure issues are resolved to their satisfaction
• Provides basic training and guidance to end-users on standard software application and IT best practices
• Assist sin managing IT inventory, including tracking and maintaining hardware and software assets
• Performs other duties outside their scope of work as assigned and required

QUALIFICATIONS & COMPENTENCIES:

• High school diploma or equivalent; Associate’s degree in Information Technology or a related field is preferred
• Previous experience in a customer service or technical support role is preferred 
• Basic understanding of operating systems (Windows, macOS) and common office applications
• Strong problem-solving skills and the ability to diagnose and resolve technical issues
• Excellent communication and interpersonal skills, with a focus on customer service
• Ability to work independently and handle multiple tasks effectively
• Able to demonstrate logical thinking, problem solving and decision-making skills
• Able to exercise sound judgment, is self-motivated, with the ability to prioritize key requirements in a fast-paced and demanding environment
• Must be able to read, write and speak/understand English fluently

WORK ENVIRONMENT & PHYSICAL REQUIREMENTS:

This role is conducted in an office environment requiring some or all the following:

• Prolonged periods of sitting at a desk or workstation
• Repetitive hand and arm movements 
• Occasional lifting up to 20lbs may be required
• Frequent reaching, grasping, pushing or pulling, bending or twisting motions
• Walking short distances and standing for meetings or other office activities