IT Support Technician 1

Job Title: IT Support Services Technician I

Salary: $45,000 to $52,000

Employment Type: Direct hire

Position Summary:

The Level I IT Support Services Technician will be responsible for providing effective diagnostic evaluation, incident recording, resolution, and escalation to meet the internal needs of our Support Center and Retail locations.

Responsibilities:

- Answer, evaluate, and prioritize incoming calls, emails, and ticket requests from users experiencing problems with computer-related technologies.

- Research and lead users through diagnostic procedures to determine the root cause.

- Manage all employee logins, approvals, emails, and menu level accounts.

- Log and track calls using a problem management database and maintain historical records.

- Identify and resolve POS hardware problems, inclusive of requesting replacement gear and ensuring it is received and installed properly at store locations.

- Actively communicate and interface with escalation teams to ensure all issues are resolved in a timely and efficient manner; including but not limited to network, phone, or power-related issues.

- Maintain an in-depth knowledge of all supported systems and services.

- Generate ideas to enhance and improve the support delivered daily.

- Additional duties as assigned.

Qualifications:

- Bachelor's degree in Information Technology or related field preferred.

- 1+ years of experience in a technical support role.

- Strong troubleshooting skills with the ability to research, diagnose, and resolve technical issues.

- Excellent communication and interpersonal skills.

- Ability to work well in a fast-paced environment and prioritize tasks effectively.

- Knowledge of POS hardware and software preferred.

- Experience with problem management databases and ticketing systems.

- Customer-focused with a commitment to providing exceptional support.

If you're passionate about providing outstanding technical support and want to be part of a dynamic team, we encourage you to apply!