IT Support Technician Level 1

The Level 1 Helpdesk Support Technician role provides first-line IT support and customer service for teachers, staff, and students. The position includes onsite, in-person troubleshooting for hardware, software, and connectivity issues, along with device setup, documentation, and escalation when problems cannot be resolved at the first level.

Location and Employment Details

• Work location: In person
• Onsite location: Boca Raton, FL
• Commute: Boca Raton, FL 33428 (Required)
• Relocation: Boca Raton, FL 33428 (Relocate before starting work, Required)
• Job type: Full-time
• Pay: $40,000.00 - $50,000.00 per year

Role Summary

Provide first-line IT support and customer service as the initial point of contact for end users. Diagnose and resolve common issues involving devices, applications, and networks. Document support activity accurately and escalate unresolved cases to higher-level IT staff or management with clear notes regarding findings and troubleshooting steps.

Responsibilities

• Deliver first-line assistance for hardware, software, and network-related issues across Windows, ChromeOS, iOS, and macOS devices.
• Perform onsite, in-person troubleshooting and resolution of reported issues.
• Provide friendly, patient, and professional support to maintain a positive user experience for students, faculty, and staff.
• Communicate technical information effectively to non-technical users by breaking work into short, repeatable steps.
• Identify and resolve common technical issues affecting devices, software, connectivity, and peripherals.
• Use troubleshooting methodologies and checklists to diagnose issues accurately and implement timely solutions.
• Escalate issues that cannot be resolved, including clear documentation of the issue and troubleshooting steps completed.
• Assist with the setup, configuration, and ongoing maintenance of computers, printers, and related devices.
• Manage software installation and updates while troubleshooting device performance and issues.
• Support basic networking troubleshooting, including Wi-Fi problem resolution and foundational connectivity checks.
• Maintain detailed records of support tickets, resolutions, and recurring issues.
• Contribute to building and updating documentation for common issues and solutions to improve internal knowledge sharing.

Requirements

• Technical certifications: A+, N+, Security+ (Preferred)
• Education: College degree in a technical field such as engineering or computer science.
• Experience: 2 years of work experience in a computer support role (Preferred)
• Experience with Active Directory, Google Workspace, and Office 365.
• Familiarity with ticketing systems and IT management tools.
• Basic knowledge of mobile devices, including iOS and Android platforms.
• Proficiency with Windows, ChromeOS, iOS, and macOS.
• Basic networking concepts (for example, Wi-Fi connectivity, DNS, and IP address management).
• Experience troubleshooting printers and peripherals (scanners, projectors, etc.).
• Ability to troubleshoot and resolve technical issues using a logical, methodical approach.
• Strong critical thinking skills to analyze situations and identify root causes.
• Exceptional interpersonal and communication skills, with a friendly and empathetic approach.
• Ability to explain technical issues clearly to non-technical users.
• Strong time-management skills and the ability to prioritize multiple tasks.
• Attention to detail and ability to maintain clear, organized records.
• Ability to work independently and as part of a team.
• Willingness to learn from others and share knowledge with the IT department and school community.

Technologies

• Windows, ChromeOS, iOS, macOS, Android
• Active Directory
• Google Workspace
• Office 365
• Wi-Fi, DNS, IP address management

Benefits

• 401(k)
• Dental insurance
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Physical Requirements

• Prolonged sitting
• Typing on a keyboard
• Using a mouse
• Occasional lifting of light computer equipment
• May require occasional lifting of equipment less than 40 lbs

Education and Certifications

• Bachelor’s degree: Preferred
• Certifications: A+, N+, Security+ (Preferred)