IT Support Technician

Pay Range: $18-$21 an hour

PRIMARY OBJECTIVES/JOB SUMMARY

The IT Support Technician delivers first-level remote technical support by troubleshooting hardware, software, and network issues. This role responds promptly to user requests via phone, email, and ticketing systems, resolving routine problems while escalating complex issues to higher-tier support as necessary. Responsibilities include managing user accounts, permissions, and facilitating employee onboarding and offboarding. The technician maintains accurate incident and service request documentation to ensure timely resolutions and excellent user service. Working under the guidance of the IT Help Desk Manager, the technician collaborates closely with Tier 2 and Tier 3 teams to support seamless IT operations.

ESSENTIAL RESPONSIBILITIES/JOB FUNCTION –Other duties may be assigned as necessary

• Responds to user inquiries and provides first-level technical assistance through phone, email, and service desk requests.
• Follows standard procedures to identify, troubleshoot, and resolve common hardware, software, and connectivity issues.
• Accurately logs and tracks all incidents and service requests in the ticketing system to ensure timely resolution and proper documentation.
• Escalates more complex or unresolved issues to Tier 2 or Tier 3 support based on defined escalation protocols.
• Assists with basic user