IT Support Technician

True IT is seeking an IT Support Technician I to join our Managed Services team. This entry-level role is responsible for providing first-line technical support to our clients, resolving common IT issues, and escalating more complex problems in accordance with established procedures. The ideal candidate is customer-focused, technically curious, and eager to develop a career in managed IT services. This is an excellent opportunity for someone looking to get into the IT field with limited experience.

• Serve as the first point of contact for client support requests via ticketing system, phone, and email
• Diagnose and resolve common Tier 1 issues related to:
• Windows and macOS workstations
• Microsoft 365
• User account management and password resets
• Accurately document all work performed, troubleshooting steps, and resolutions within the ticketing system
• Escalate issues to Tier 2 or senior technicians when problems exceed defined Tier 1 scope
• Follow established SLAs, internal processes, and security best practices
• Assist with onboarding and offboarding tasks, including user setup and hardware preparation
• Support basic endpoint security tasks under supervision
• Maintain a professional, courteous, and service-oriented demeanor when interacting with clients
• Participate in training, shadowing, and skill development activities to progress technical capabilities

• Basic understanding of computer hardware, operating systems, and common business applications
• Familiar with Windows environments
• Strong communication skills, both written and verbal
• A strong want to learn and grow in the IT field