IT Services Technician (Level 1) – First‑Line Support

About the role

We are looking for a motivated IT Services Technician (Level 1) to join our small, fast‑moving team. You will provide first‑line technical support to our staff, handling hardware, software and basic network issues while ensuring a smooth onboarding experience for new hires.

Key responsibilities

• Provide first‑line support via phone, email or in‑person for hardware, software and network problems.
• Troubleshoot and resolve basic issues with desktops, laptops, printers and peripherals.
• Assist users with software installations, account setups and password resets.
• Log, track and document all service requests in the ticketing system.
• Escalate unresolved tickets to Level 2 or specialized teams with detailed notes.
• Maintain and update IT knowledge‑base articles and self‑service wikis.
• Perform routine maintenance tasks such as software updates and system backups.
• Support onboarding and off‑boarding by setting up workstations, accounts and related services.
• Follow company IT policies, procedures and security protocols.

Required profile

• High school diploma or equivalent; associate degree in IT or related field preferred.
• 0–2 years of experience in IT or a related field (entry‑level candidates encouraged).
• Strong communication and customer‑service skills for assisting non‑technical users.
• Ability to prioritize tasks and work efficiently in a fast‑paced environment.
• Willingness to work after hours or graveyard shifts if needed.

Required skills

• Windows operating system
• macOS operating system
• Microsoft Office Suite
• PC, laptop and printer hardware troubleshooting
• Basic networking concepts (TCP/IP, DNS, DHCP)
• Familiarity with ticketing systems (e.g., ServiceNow, Jira, Zendesk)