Our Client is seeking an IT Support Technician (Tier 1) .
Role Duties & Responsibilities:
- Serve as the first point of contact for technical support requests via phone, email, and ticketing systems
- Troubleshoot and resolve common hardware, software, and connectivity issues, including desktops, laptops, printers, mobile devices, and peripherals
- Accurately document incidents, troubleshooting steps, and resolutions within the ticketing system
- Escalate complex or unresolved issues to Tier 2/3 support teams while providing clear and thorough documentation
- Support user account management, including access requests, password resets, and onboarding/offboarding activities
- Deliver a high level of customer service to both technical and non-technical users across multiple business functions
- Follow established IT procedures, security standards, and service level agreements (SLAs)
- Contribute to knowledge base articles and participate in ongoing process improvement initiatives
Requirements
- Prior experience in a Tier 1 help desk, service desk, or technical support role
- Working knowledge of desktop and laptop hardware, common operating systems, and standard business applications
- Familiarity with basic networking and connectivity troubleshooting (Wi-Fi, VPN, peripherals)
- Experience using ticketing systems and documenting technical issues clearly and accurately
- Strong customer service and communication skills, with the ability to explain technical concepts to non-technical users
- Ability to prioritize tasks, manage multiple requests, and meet defined SLAs in a fast-paced environment
- Attention to detail and a process-driven approach to issue resolution and documentation
- Relevant technical certifications (e.g., CompTIA A+, Network+) or equivalent hands-on experience preferred
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