Tier One IT Support Technician

Job Title:

Tier 1 IT Support Technician

Location: Greensboro, NC (Hybrid)
Department: IT Reports To: CIO and IT Manager

NWS is seeking a detail-oriented and customer-focused Tier 1 IT Support Technician to join our IT team. This entry‑level role is responsible for providing first‑line technical support to end users, resolving basic IT issues, and managing IT assets across the organization. The ideal candidate will have strong communication skills, a proactive attitude, a willingness to learn, and a passion for technology and organization.

• Respond to help desk tickets, emails, and calls to resolve hardware, software, and network issues.
• Troubleshoot and resolve issues related to desktops, laptops, RF scanners, tablets, printers, mobile devices, and basic network connectivity.
• Install, configure, and maintain company hardware and software systems across a diverse range of devices.
• Assist with user account setup, password resets, and access permissions.
• Document support interactions and resolutions in the ticketing system.
• Escalate unresolved issues to Tier 2 or Tier 3 support as needed.
• Provide support for common applications such as Microsoft Office, email clients, and collaboration tools.
• Support onboarding and offboarding processes for employees.
• Maintain accurate records of IT assets including computers, peripherals, software licenses, and mobile devices.
• Set up and maintain audiovisual equipment for meetings and virtual presentations.
• Track asset lifecycle from procurement to retirement, ensuring compliance with company policies.
• Assist with inventory reconciliation and audits of IT equipment.
• Coordinate with vendors and internal teams for asset repairs, replacements, and upgrades.

• Bachelor's or Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support or customer service.
• Basic understanding of Windows and Mac operating systems.
• Familiarity with Active Directory, Office 365, and remote support tools.
• Strong problem‑solving and communication skills.
• Ability to work independently and manage multiple tasks.

• CompTIA A+, ITIL Foundation, or similar certifications.
• Experience with ticketing systems like Service Now, Zendesk, or Jira.
• Knowledge of basic networking concepts (IP, DNS, DHCP).
• Experience with asset management tools or platforms.

• Ticket Response Time: Average first response time to Tier 1 tickets meets or exceeds defined IT service targets.
• Ticket Resolution Rate: Percentage of Tier 1 tickets resolved without escalation remains consistently high.
• Ticket Ownership: Demonstrates end‑to‑end ownership of assigned tickets, including follow‑through and user confirmation prior to closure.
• Escalation Quality: Escalated tickets include sufficient troubleshooting detail and documentation to enable efficient Tier 2 / Tier 3 resolution.

• User Satisfaction Feedback: Positive unsolicited feedback from end users regarding professionalism, patience, clarity of communication, and helpfulness.
• Service Interaction Quality: Demonstrates active listening, clear explanations, and empathy during user support interactions.
• Reputation and Trust: Builds confidence with users and IT leadership through reliability and consistent service delivery.

• Ticket Documentation Accuracy: Support interactions, resolutions, and root causes are clearly and consistently documented in the ticketing system.
• Process Adherence: Follows defined IT support, onboarding, and asset handling procedures with minimal rework.
• Knowledge Capture: Contributes to improved internal knowledge by documenting recurring issues or common fixes where applicable.

• Asset Readiness: Ensures laptops, peripherals, and mobile devices are properly configured, labeled, and deployment‑ready.
• Inventory Accuracy: Maintains accurate and up‑to‑date asset records, including assignments, status, and lifecycle stage.
• Onboarding/Offboarding Execution: Executes device provisioning…