IT Technician I

Description

IT Technician I

Reports to:

Corporate Director of IT

Job Summary:

The IT Technician 1 is responsible for providing first-line technical support to internal staff across all company locations. This role is essential in ensuring that day-to-day IT issues are resolved quickly and effectively, maintaining a productive work environment. The ideal candidate is customer-focused, responsive, and eager to grow their technical skills.

Responsibilities:

Job responsibilities include:

• Serve as the first point of contact for end users seeking technical assistance via phone, email, or the company’s ticketing system.
• Diagnose and troubleshoot basic hardware and software issues, including desktop/laptop support, printing problems, and connectivity issues.
• Set up new employee workstations, including imaging, configuring user profiles, and installing required software.
• Assist with onboarding and offboarding tasks such as account creation, access rights, and device provisioning.
• Escalate unresolved issues to Tier 2 technicians or other specialized IT staff, following established escalation procedures.
• Document issues, solutions, and standard procedures in the IT knowledge base to support long-term efficiency.
• Maintain accurate tracking of support requests and ensure timely resolution or escalation.
• Perform routine maintenance tasks such as software updates and password resets.

Experience:

1-2 years of experience in a help desk or IT support role. 

Education/Requirements:

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Solid understanding of Windows desktop operating systems and Microsoft 365 applications.
• Familiarity with basic networking concepts (IP addressing, DHCP, DNS.)
• Strong communication and interpersonal skills; able to interact professionally with users at all technical levels.
• Experience with remote desktop tools and ticketing platforms (e.g., NinjaOne, ConnectWise, Zendesk) is a plus.
• Self-motivated and able to manage multiple priorities under general supervision.

Key Performance Indicators:

• Ability to handle firm’s growth.
• Work with confidential/private information.
• High personal integrity.
• Great work ethic and attitude.
• Strives for work excellence.
• Foster Teamwork.
• Develops and values strong working relationships.
• Dependable and reliable.
• Has a strong sense of urgency; highly motivated.