IT Support Tier I
Type: Hybrid
The IT Support Level I Technician is responsible for providing first-line technical support to end users across all company locations. This role focuses on resolving routine hardware, software, and network issues, assisting with user onboarding/offboarding, and maintaining accurate IT documentation and inventory. The ideal candidate delivers excellent customer service, communicates effectively, and is eager to grow within IT operations.
Key Responsibilities
End-User Support
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Serve as the first point of contact for IT support via phone, email, or ticketing system.
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Provide timely troubleshooting for desktops, laptops, peripherals, and mobile devices.
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Support end users on Windows and macOS systems, Microsoft 365, Google Workspace, and standard business applications.
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Reset passwords, configure MFA, and manage basic account access in Active Directory and related systems.
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Assist users with network connectivity issues, VPN access, and printer setup.
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Document all requests and resolutions accurately in the IT ticketing system.
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Escalate unresolved issues to Tier II or Tier III support following defined procedures.
Device & Software Management
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Configure and deploy computers and devices in accordance with company standards.
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Install, update, and troubleshoot approved software applications.
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Perform basic maintenance and support for printers, scanners, and VoIP phones.
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Maintain accurate asset records for IT hardware assignments and equipment lifecycle tracking.
Operational & Administrative
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Support employee onboarding/offboarding by preparing, configuring, and retrieving IT equipment.
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Assist in tracking IT inventory, licenses, and warranty renewals.
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Ensure compliance with IT security best practices, including password policies, MFA enrollment, and endpoint protection.
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Contribute to the IT knowledge base with user guides and troubleshooting articles.
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Provide excellent customer service and maintain a professional, helpful attitude in all interactions.
Skills & Qualifications
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Associate degree or equivalent experience in Information Technology, Computer Science, or related field.
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1–2 years of experience in IT helpdesk or desktop support environment preferred.
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Familiarity with Microsoft 365 administration, Active Directory, and common SaaS tools.
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Strong understanding of Windows 10/11, macOS, and basic networking concepts (TCP/IP, VPN, Wi-Fi).
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Experience with hardware setup, printer configuration, and endpoint troubleshooting.
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Ability to use and manage IT ticketing systems effectively.
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Excellent communication and customer service skills.
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Strong organizational and time management abilities.
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Eagerness to learn and grow within the IT team.
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Paid vacation and holidays
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Medical, dental, vision, life, and supplemental insurances
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401(k) with company match
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Employee discounts
Big Brand Tire & Service is an Equal Opportunity Employer. We celebrate diversity and are committed to a respectful, inclusive workplace.
