IT Support Technician

Position: IT Support Technician I

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General Position Summary & Definition

The Support Technician I‑III position is a full‑time role at New Fathom. We are rapidly expanding our IT Support services and are searching for qualified candidates to join the team. The core responsibilities of a level 1‑3 technician include responding to service requests via phone, email, chat, face‑to‑face, etc.; confirming customer information; creating service tickets with clear and thorough documentation; and providing first‑level troubleshooting and problem resolution with a great customer experience.

This position also includes real‑time monitoring of workstations, servers, and other endpoints across our entire client base.

Desired Profile

• Detail oriented and able to follow directions
• Organized and able to prioritize on the fly
• Personable and enjoys people with great email, phone and in‑person communication skills
• Technically oriented with 50 WPM or higher and very comfortable working with computers
• Coachable from both a professional and technical perspective with a desire to always learn

Duties & Responsibilities

IT Support:

• Perform different levels of IT support depending on the specific situation, circumstances, and current skillsets and abilities. Tasks may include user (local and cloud) password changes, application password changes, patch management, backup management, etc.
• Perform Level 1, 2, 3, or 4 support if within your capabilities and skillsets.

Level 1 Support

• Filter help desk calls and provide basic support such as password resets, printer configurations, break/fix instructions, ticket routing, and escalation to higher levels of support.
• Gather and analyze information about the user’s issue and determine the best way to resolve their problem.
• Provide support for higher‑level issues where configuration solutions have already been documented and/or are within current skillsets.

Level 2 Support

• Support desktop, laptop, and other user device issues; handle break/fix, configuration issues, troubleshooting, software installations, hardware repair, and coordinate depot services.
• Handle escalated issues that Level 1 is not equipped to address and may research and implement fixes for new issues.

Level 3 Support

• Troubleshoot, configure, and administer databases, servers, network, infrastructure, email, file shares, and other infrastructure issues.
• Deploy solutions to new problems and serve as the go‑to for solving difficult problems.

Level 4 Support

• Escalate issues to external hardware and software vendors. Level 4 support is contracted for specific services and is not part of the organization.

Project, Development, Communications, and Office Administration Support

• Support planning, management, and execution of projects as directed by your supervisor.
• Assist in facilitating and leading internal and external business development and other organizational improvement objectives.
• Solicit, write, and edit articles for New Fathom’s newsletter, social media, and other publications. Oversee design and execution of the publications, prepare marketing materials, and support general business correspondence.
• Support office computer systems, filing system, intranet, internet, storage, and develop operating policies as directed.

Other Duties

New Fathom reserves the discretion to add or change duties of this position. Perform any other duties as requested, including cross‑training across all responsibilities.

Requirements Qualification & Skills

• Care about and enjoy working with people of various backgrounds and experiences, emphasizing a great and memorable customer experience.
• Good working knowledge of fundamental IT support procedures and protocols, familiar with current IT best practices and applicable regulations; basic networking, server, and computer environment fundamentals.
• Professional demeanor, articulate, and able to build rapport with colleagues and customers.
• Strong organizational skills, ability to adapt, multi‑task, and effective interpersonal skills. Provide exceptional customer service with a high level of quality and excellent customer relationships.
• Converse clearly in public and write effectively at 50…