IT Technician – Tier 1

Responsibilities

• Provide hands‑on, first‑level support focused on end‑user hardware and physical IT needs.
• Set up, deploy, refresh, and relocate desktops, laptops, monitors, docking stations, and peripherals.
• Troubleshoot common hardware issues such as power failures, display problems, and connectivity concerns.
• Manage walk‑up requests and scheduled tasks, accurately log and resolve tickets, and elevate more complex issues when necessary.
• Contribute to device lifecycle management by preparing, staging, imaging, and decommissioning equipment in alignment with IT procedures.

• High school diploma or equivalent.
• 6 months prior experience providing hands‑on support for computers and peripherals.
• Basic knowledge of computer hardware and troubleshooting.
• Strong customer service, communication, and documentation skills.
• Ability to follow procedures and elevate issues appropriately.
• Able to lift and set up IT equipment.
• Tier‑1 IT support or service desk experience.
• Familiar with ticketing systems.
• Experience supporting workstations, printers, and mobile devices.
• On‑site or desktop support experience.
• Experience with Apple devices and Apple Business Manager.
• Familiar with Microsoft Intune for device management.

Demonstrates expertise in providing Tier‑1 IT support, including troubleshooting hardware issues and managing device lifecycle processes. Proficient in customer service and communication, ensuring effective resolution of end‑user IT needs.

• Tier‑1 IT Support
• Hardware Troubleshooting
• Customer Service Skills
• Ticketing Systems Experience
• Apple Business Manager

• Computer Hardware Knowledge
• Troubleshooting
• Device Lifecycle Management
• Desktop Support
• Mobile Device Support

• Communication Skills
• Documentation Skills
• Ability to Follow Procedures

• End‑User Support
• On‑Site Support
• Apple Devices
• Peripherals
• Workstations

• Microsoft Intune
• Ticketing Systems