IT Services Technician

Responsibilities

• Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues.
• Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions.
• Assist users with software installations, account setups, and password resets.
• Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation.
• Escalate unresolved issues to Level 2 or specialized teams with detailed documentation.
• Maintain and update IT knowledge base articles and self-service wikis for common issues.
• Perform routine maintenance tasks, such as software updates and system backups, as directed.
• Assist with onboarding new employees, including setting up workstations and accounts.
• Adhere to company IT policies, procedures, and security protocols.
• Provide new hire onboarding and off-boarding service support.

Required Qualifications

• High school diploma or equivalent; Associate's degree in IT, Computer Science, or related field preferred.
• 0-2 years of experience in IT or a related field (entry-level candidates encouraged to apply).
• Basic understanding of Windows and macOS operating systems, Microsoft Office Suite, and common software applications.
• Familiarity with troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP).
• Strong communication and customer service skills to assist non-technical users effectively.
• Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
• CompTIA A+, Network+, or similar certifications are a plus but not required.
• Ability work after hours and graveyard shifts.

Preferred Qualifications

• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) or IT service management tools.
• Basic knowledge of Active Directory and user account management.
• Willingness to learn and adapt to new technologies and processes.

Annual Salary Range

$90,000 - $110,000 + Equity (USD).