Job Summary

The Tier 1 IT Support Technician provides first-level technical assistance to employees across the organization. This role is responsible for troubleshooting hardware and software issues, supporting end-user devices, and maintaining consistent documentation and communication. The technician serves as the first point of contact for IT-related inquiries and ensures timely resolution or escalation of issues.

Primary Responsibilities:

Responds to help desk tickets, emails, and calls to provide technical support for hardware, software, and network issues.
Diagnoses and resolves basic computer, printer, and peripheral problems.
Installs and configures operating systems, applications, and updates.
Provides remote and inperson support to end users.
Escalates unresolved issues to Tier 2 or Tier 3 support as needed.
Documents support interactions and resolutions in the ticketing system.
Assists with onboarding and offboarding of employees, including device setup and account provisioning.
Supports basic troubleshooting of network connectivity and access control systems.
Maintains inventory of IT equipment and supplies.

Qualifications:

Demonstrated written communication skills for documenting support cases and instructions.
Strong time management skills to prioritize and resolve issues efficiently.
Ability to multitask and support multiple users simultaneously.
Professional and courteous customer service skills.
Familiarity with commonly used software, operating systems, and hardware.
Strong oral communication skills to explain technical concepts to nontechnical users.
Analytical and problemsolving skills to identify root causes and implement solutions.
Observational skills to detect early signs of system or hardware failure.
Occasional travel to multiple locations may be required.
Experience with basic electrical installation for access control and security cameras is a plus.
Basic understanding of network and system administration.

Working Conditions:

May spend extended periods sitting or standing before a computer screen.
Occasionally, equipment may need to be lifted or moved.
May encounter highstress situations

An Equal Opportunity Employer

We do not discriminate based on race, color, religion, national origin, sex, age, disability, genetic information, or any other status protected by law or regulation. It is our intention that all qualified applicants are given equal opportunity and that selection decisions be based on job-related factors.

International Diamond Center

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Tier 1 IT Technician