$22.25 - $30.50/hr
Other
Posted 4 days ago
Job description
Provide entry-level onsite IT support for end users by following documented procedures and escalation paths. This role focuses on basic troubleshooting, customer assistance, and hands-on support, with training and guidance provided.
Key ResponsibilitiesUser Support- Provide walk-up and desk-side support for common IT issues
- Assist users with basic questions and requests
- Support new hire and intern onboarding activities
- Deliver friendly, professional customer service
- Escalate issues when troubleshooting steps are exhausted
- Assist with setup and basic troubleshooting of: Laptops, monitors, keyboards, mice, and peripherals Mobile phones and tablets
- Perform simple break/fix actions: Device swaps Cable replacement Power and connectivity checks
- Support basic printer issues (paper jams, toner replacement)
- Assist users with common applications, including: Google Workspace Microsoft Office Zoom and Slack
- Help users with login issues, password resets, and MFA prompts
- Follow runbooks to resolve common application issues
- Perform basic conference room checks: Powering on equipment Verifying displays and connections
- Report and escalate AV issues using documented procedures
- Assist users with basic connectivity issues: Wi-Fi connection login
- Perform simple checks (cables, adapters, device settings)
- Escalate network issues to senior support teams
- Assist with: Account access requests Device enrollment and setup
- Follow security procedures for device handling and returns
- Help manage IT inventory and storage areas
- Assist with asset tagging and equipment tracking
- Prepare equipment for new hires, reuse, or return
- Support equipment vending machines if applicable
- Follow documented procedures, runbooks, and checklists
- Accurately log and update tickets in the ITSM system
- Participate in training, onboarding, and refresher sessions
- Ask questions and seek guidance when needed
- Meet assigned ticket volume targets
- Follow SLAs and escalation timelines
- Maintain positive customer satisfaction scores
- Respond promptly to walk-up and chat requests
- 0-1 year of IT support or customer service experience (training provided)
- Basic familiarity with: Windows or macOS Common productivity tools
- Strong communication and customer service skills
- Willingness to learn and follow procedures
- Reliable onsite presence and punctuality
- IT coursework, certification, or technical training
- Experience in retail, hospitality, or customer support roles
- Interest in growing a career in IT support
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Frequently asked questions
Q: What skills or qualities help someone succeed as a IT Support Technician?
A: To succeed as an IT Support Technician, key technical skills include proficiency in operating systems (Windows, macOS, Linux), network protocols, and help desk software, as well as knowledge of hardware components and troubleshooting methodologies. Essential soft skills include strong communication and problem-solving abilities, patience and empathy when interacting with users, and adaptability in a fast-paced technical environment. By combining these technical and soft skills, IT Support Technicians can effectively resolve user issues, maintain system uptime, and contribute to a positive user experience, ultimately supporting their career growth and effectiveness in the role.
Q: What is the career path for a IT Support Technician?
A: A typical career path for an IT Support Technician involves progression from entry-level roles such as Help Desk Technician or Junior Support Specialist, to mid-level positions like Technical Support Specialist or Senior Support Engineer, and ultimately to senior roles like IT Operations Manager or Technical Lead. Key opportunities for skill development and professional growth include certifications in areas like CompTIA A+, Cisco CCNA, or ITIL, as well as experience with various operating systems, hardware, and software platforms. Long-term career prospects may lead to specialized roles like Cybersecurity Specialist, Cloud Engineer, or even a transition into management or leadership positions within IT departments.
