The IT Technician I serves as a Tier 1 (L1) Frontline Support resource for the IT Service Desk. This entry-level role is the first point of contact for all incoming incidents and service requests, providing initial triage, basic troubleshooting, and accurate ticket documentation and routing. The IT Technician I works under close supervision, uses documented knowledge articles and runbooks to resolve common issues, and escalates complex issues to Tier 2 or higher with complete documentation.
Key Responsibilities
Support & Troubleshooting
- Serve as the first point of contact for all inbound IT support requests via phone, email, chat, and the ticketing system.
- Perform initial triage and troubleshooting using documented knowledge articles, scripts, and runbooks.
- Diagnose and resolve common, low-complexity issues including basic hardware, software, and peripheral problems, known errors, and how-to questions.
- Assist end users with Windows 11 operating system issues, configurations, and updates.
- Support Microsoft Office 365 applications including Outlook, Teams, Word, Excel, and SharePoint.
- Perform basic Active Directory tasks such as password resets, account unlocks, multi-factor authentication (MFA) support, and user account creation and termination processes.
- Assist with initial setup, imaging, and deployment of end-user devices, including phone and tablet provisioning.
- Support distribution list and shared mailbox administration.
- Assist with VPN access requests and basic connectivity troubleshooting.
- Support network drive access and mapping requests.
- Validate user identity and follow security procedures before performing account changes.
Ticket & SLA Management
- Accurately log, categorize, and document all incidents and service requests in the ticketing system, ensuring accurate user, asset, category, and impact details.
- Apply correct priority and SLA alignment, and meet established SLA response and resolution targets.
- Fulfill approved, low-risk service requests such as standard software installs and access provisioning using service catalog workflows, validating required approvals are in place.
- Escalate unresolved or complex issues to Tier 2 with complete documentation, including steps taken, findings, and user impact.
- Maintain accurate ticket notes and closure codes.
Knowledge Management Support
- Utilize existing knowledge articles and runbooks during troubleshooting.
- Identify recurring issues and suggest updates when documentation is outdated, incomplete, or could improve self-service resources.
- Contribute feedback to knowledge articles based on frontline troubleshooting experience.
Customer Service
- Deliver courteous, professional, and timely technical assistance to end users.
- Communicate technical information, status updates, and next steps in a clear, non-technical manner.
- Follow up with users to confirm issue resolution and ensure satisfaction.
Specific Qualifications
Education
- Associate’s degree in Computer Science, Information Technology, or a related field; or equivalent combination of education and experience preferred.
Experience
- 0-1 year of experience in a help desk, technical support, or customer service role.
- Hands-on familiarity with Windows 11 and Microsoft Office 365 in a professional or academic environment.
Technical Skills
- Windows 11 – installation, configuration, and basic troubleshooting
- Microsoft Office 365 – Outlook, Teams, Word, Excel, SharePoint
- Active Directory – basic user and account management, password resets, MFA support
- Remote desktop and remote assistance tools (e.g., Remote Desktop Protocol, Quick Assist)
- Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN)
- Freshservice or comparable ITSM platform – ticket intake, categorization, and knowledge base use
Certifications
- CompTIA A+ (preferred)
- Microsoft 365 Certified: Fundamentals (MS-900) (preferred)
- ITIL Framework familiarity and certification (ITIL Foundation) is a plus
Additional Qualifications
- Strong verbal and written communication skills
- Eagerness to learn and grow in a technical environment
- Attention to detail and accurate documentation habits
- Collaborative, team-oriented attitude
- Ability to work calmly and effectively under pressure
Working Conditions
- On-site in Sugar Land, Texas
- Occasional after-hours support or on-call rotation may be required.
- Primarily in-office with limited remote work as determined by management.
Company Overview
IES is a national provider of industrial products and infrastructure services to a variety of end markets, including electrical, mechanical and communications contracting solutions for the commercial, industrial, residential and renewable energy markets. IES is publicly traded on NASDAQ under the symbol IESC. As of the end of IES’s 2025 fiscal year ending September 30, 2025, IES produced over $3.3 billion in revenue and employed over 10,200 employees at over 174 domestic locations across the United States.
Our commitment to our employees is reflected by our actions:
- Safety is Priority One – and our record shows it
- Competitive Pay
- Company 401K plan with Employer Contribution Match
- Company Paid Time Off
- Company Paid Life Insurance
- Choice of Medical Coverage including Prescription and Short Term Disability Plans
- Choice of Dental and Vision Coverage
- Optional Long-term Disability, Critical Illness, Accident, Legal and Pet Coverage
- Auto and Home Insurance Discount Programs
Additional Data
PLEASE NO AGENCY CALLS.
NOTE TO ALL AGENCIES: Any unsolicited agency resumes or agency represented candidates that are presented to any IES employee without first having a signed contract between that agency and the IES Talent Acquisition organization will become the property of IES and no fees will be paid.
EEO & Affirmative Action
The IES policy on equal employment opportunity prohibits discrimination based on race, color, religion, national origin, sex, age, gender identity, sexual orientation, individuals with disabilities, protected veterans, or any other protected status or characteristic. This policy applies to recruiting, hiring, transfers, promotions, terminations, compensation, benefits, and all other terms and conditions of employment, and also states that retaliation against any employee who files a complaint regarding possible violations of this policy will not be tolerated. IES is also committed to taking affirmative steps to promote the employment of minorities, women, individuals with disabilities, and protected veterans. IES develops affirmative action programs to support its commitment to equal employment opportunity, consistent with company policy and the company’s obligations as a contractor to the United States government.
View Your Equal Employment Opportunity rights under the law. "Know Your Rights: Workplace Discrimination is Illegal; Conozca sus Derechos: La Discriminación en el Lugar de Trabajo es Ilegal
Disability Accommodation
IES is an Equal Opportunity/Affirmative Action Employer. IES provides reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and Title I of the Americans with Disabilities Act of 1990. Applicants who need accommodation in the job application process should contact the IES corporate office at (713) 860-1500 or any IES office to request assistance.
IES Participates in E-Verify/IES participa en el programa E-Verify
E-Verify Information/ Información sobre E-Verify
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