IT Support Tech; Information Technology Support Technician

Overview

Position: Tier 1 IT Support Technician

Reports To: Support Manager and Tier I Support Lead

Location: Chino, CA

Hours: Monday - Friday, 8:00 AM - 5:00 PM

Compensation: $18/hour (Full-time, biweekly pay) + Bonus eligibility

Benefits: Vacation (80 hours), Sick Leave (40 hours), 2 Personal Days, Medical/Dental/Vision (after 90 days)

• Respond to and resolve support tickets via Autotask, email, and phone.
• Perform installations (VoIP, emergency internet, servers, networking equipment, etc.).
• Troubleshoot and maintain equipment covered under service agreements.
• Accurately document all work, solutions, and client interactions.
• Act as a trusted IT resource for Vertical IT Solutions customers, addressing diverse technical needs.

• Respond to all tickets within SLA requirements.
• Correctly categorize non-service agreement tickets.
• Document all relevant technical and client information.
• Close a minimum of 55 SLA tickets per month.
• Log a minimum of 80 billable hours per month.
• Uphold company core values:
  Be early, communicate clearly, focus on solutions, pay attention to detail, own your work, show humility, and walk in love.

• Bonus begins at 71 SLA tickets closed per month.
• $25 per ticket for every ticket closed beyond 70.

• Basic knowledge of IT support (Windows OS, networking, hardware troubleshooting).
• Familiarity with VoIP, server setups, and networking equipment preferred.
• Strong documentation and communication skills.
• Ability to manage multiple tickets and tasks under defined SLAs.
• Customer-focused mindset and team-oriented approach.