IT Support Technician – Tier I with AI Integration & Knowledge Management

About the role

iServ is seeking a Tier I IT Support Technician who will also lead AI integration, documentation, and knowledge management initiatives. The role blends frontline technical support with responsibilities for creating and maintaining knowledge resources and exploring AI‑assisted troubleshooting.

Key responsibilities

• Provide first‑call resolution for Windows 10/11, Microsoft 365, Outlook, Teams, network, printer, and common business application issues.
• Manage ConnectWise tickets, document resolutions, and collaborate with Tier II and Advanced Services teams.
• Lead the creation and upkeep of troubleshooting guides, knowledge‑base articles, and SOPs.
• Evaluate and pilot approved AI tools to automate repetitive tasks and improve ticket handling.
• Apply cybersecurity best practices, recognize and escalate security incidents, and support Azure‑based security procedures.

Required profile

• Strong technical troubleshooting skills and a customer‑service mindset.
• Ability to produce clear, accurate technical documentation.
• Interest in AI technologies, automation, and continuous improvement.
• Self‑motivated, collaborative, and able to work independently.

Required skills

• Windows 10/11 operating systems
• Microsoft 365, Outlook, Teams
• Fundamental networking (DNS, DHCP, VPN, wireless)
• ConnectWise ticketing system
• Microsoft Azure basics
• Cybersecurity principles (NIST, endpoint protection)