IT Support

General Purpose

Answer incoming calls, gather information to create support tickets in our ticketing system, escape tickets to support teams, troubleshoot and solve IT-related issues, respond to inquiries, and ensure that end-users can work smoothly with their technology tools.

• Provide first-level technical support to end-users via phone, email, or chat, ensuring prompt and courteous assistance during After Hour times.
• Log and track all support requests in a helpdesk ticketing system, maintaining accurate and up-to-date records of issues and resolutions.
• Install, and update software applications, and hardware peripherals.
• Troubleshoot network connectivity issues, assisting with VPN access, Wi‑Fi problems, and basic network‑related inquiries.
• Educate end-users on best practices and self‑help procedures, helping them resolve common IT problems independently.
• Escalate complex or unresolved issues to dedicated support teams, ensuring timely and accurate handoff.
• Assist in maintaining and updating IT documentation, knowledge base articles, and standard operating procedures.
• Collaborate with other IT support staff to identify recurring issues and propose solutions for continuous improvement.

• High school diploma or equivalent; a relevant IT certification or degree is a plus.
• Proven experience in a customer‑facing technical support role or relevant internship experience.
• Strong understanding of common desktop operating systems (Windows, macOS) and office productivity software (Microsoft Office, Google Workspace).
• Basic knowledge of computer hardware components, printers, and mobile devices.
• Excellent communication and customer service skills, with a patient and empathetic approach to problem‑solving.
• Ability to work independently and collaboratively in a fast‑paced environment.
• À strong commitment to maintaining confidentiality and data security.

• CompTIA At or similar preferred

Note:

Nothing in this job specification restricts management's right to assign or reassign duties and responsibilities to this job at any time. They may be subject to change at any time due to reasonable accommodation or other reasons. The above statements are strictly intended to describe the general nature and level of the work being performed. They are not intended to be construed as a complete list of all responsibilities, duties, and skills required of employees in this position.

$18-$25

• Health Coverage:
  Enjoy medical, dental, and vision plans to keep you and your family healthy.
• PTO and Vacation:
  Benefit from generous paid time off and holidays to relax and recharge.
• Financial Wellness:
  Take advantage of Health Savings Accounts (HSA) and Flexible Spending Accounts (FSA) to manage your healthcare expenses effectively.
• Retirement Planning:
  Secure your future with our 401(k) plan, complete with company contributions to help you build your retirement savings.
• Support When You Need It:
  Our Employee Assistance Plan (EAP) provides confidential support for personal and professional challenges.

We celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applicants of every race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, and any other protected characteristic. Employment decisions are based on qualifications, merit, and business needs.