IT Support Tech I

Join an IT team focused on fast, reliable support for internal and customer-facing technology needs. In this onsite role in California, you will help keep information technology functioning smoothly by investigating day-to-day incidents and requests, troubleshooting issues remotely when possible, and escalating problems as needed to restore service quickly.

Responsibilities

• Investigate and resolve IT incidents and service requests reported to IT Support Services by internal, external, or third-party customers in line with the service level agreement.
• Use remote access to connect to user or site equipment for advanced investigation and troubleshooting.
• Log all incidents and requests into the tracking tool, ensuring relevant details and categories are documented.
• Escalate and engage appropriate IT resources when issues fall outside your scope of ability or responsibility.
• Create a positive customer support experience by applying deep problem understanding to deliver timely resolution or escalation, communicating progress promptly, and maintaining a consummately professional attitude.
• Build and grow general knowledge of supported corporate and store information to increase the ability to resolve requests on first contact.
• Complete additional duties and projects as required.

Requirements

• Associates Degree (A.S.) in a related field.
• 2+ years of help desk experience, or an equivalent combination of education and experience.
• Previous experience in a tier 2 or tier 3 support corporate environment preferred.
• Working knowledge of MAC OS/iOS.
• Intermediate knowledge of Windows XP, 7, and 8.
• Microsoft Office experience.
• Working knowledge of SQL Database Servers.
• LAN and WAN networks required.
• Intermediate knowledge and abilities with Microsoft Office products.
• Strong knowledge of computer and web/digital technologies, software, and applications.
• A+, Net+, and MCSA certifications are a plus.

Technology Stack

• macOS, iOS
• Windows XP, Windows 7, Windows 8
• Microsoft Office
• SQL Database Servers
• LAN, WAN
• A+, Net+, MCSA

Benefits

• Medical
• Dental
• Vision
• 401k
• Sick leave
• Parental leave
• Company paid time off plan

Work Schedule and Environment

• Average work week is 40-45 hours, which can vary depending on business need.
• Work environment is a moderately noisy office setting.
• Punctuality and regular attendance consistent with company policies are required.
• Position is onsite in California.

Physical Demands

• Sit for more than 6 hours per shift.
• Use hands to finger, handle, and feel.
• Reach with hands and arms.
• Talk and/or hear.
• Walk or move from one location to another.
• Occasionally may need to climb, balance, stoop, kneel, or crouch.
• Lift and/or move up to 10 pounds regularly and up to 25 pounds occasionally.

Salary: USD 24-25 per hour