Job description

Position Summary

The Tier 1 Support Technician provides technical support for computer, network and telecommunications systems. The Technician will possess the skills necessary to identify and troubleshoot reported issues and remedy minor issues on his/her own. The Technician will help define procedures and processes that ensure a consistent and reliable computing environment for end users.

Supervision Received

The Tier 1 Support Technician works under the supervision of the Support Manager. In the event the Support Manager is not available the Network Infrastructure Technician or Senior Support Technician will be consulted. Coordinates work assignments with other staff as necessary. This position requires considerable independence and judgment while acting within established guidelines and procedures.

Experience Required

This job requires 2-3 years of experience in providing end user support.

Technician Responsibilities :

  • Provide direct customer support. This includes daily support, incident management, server troubleshooting, hardware and software installations.
  • Provide on-call technical support to customers in a professional manner and maintain goodwill, cooperation and productive relationships.
  • Install, configure, maintain, upgrade, and support a diverse set of work station operating systems, client/server and local applications on computers, laptops and hand-held devices, printers and associated peripherals.
  • Assist with network administration (including backup, security management, user account management, e-mail systems including Exchange server, internet access, office systems and applications support).
  • Document and update work progress and problem resolution in technical support database. Follows complex written instructions. May create technical documentation and procedures for team use.
  • Implement virus detection and eradication procedures.
  • Diagnose end user system failures and implement repair solutions.
  • Diagnose printer and other peripheral device failures and implement repair solutions.
  • Troubleshoot network devices in order to ensure connectivity from the PC to the network.
  • Configure and troubleshoot mobile devices and tablets.
  • Troubleshoot and support issues in Thin and Thick client environments while monitoring licensing and ensure backups are completed.
  • Help create policies and procedures for compliance.
  • Perform technology needs analysis.
  • Monitor system performance and security.
  • Perform other related functions as assigned by management.

Job Type: Full-time

Pay: Up to $18.00 per hour

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