Technical Support - Tier 1

WHSmith North America provided pay range

This range is provided by WHSmith North America. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$40,000.00/yr - $45,000.00/yr

The Jr. IT Services and Support Technician provides first‑level technical support to end users, assisting with troubleshooting, system access, hardware setup, and day‑to‑day IT operations. This is an entry‑level role ideal for someone starting their IT career and looking to grow into more advanced technical responsibilities. This role focuses on delivering an excellent customer experience while following established IT standards, processes, and documentation.

Technical Support

• Respond to Tier 1 support requests via ticketing system, phone, chat, or in person
• Troubleshoot basic hardware issues (desktops, laptops, printers, peripherals)
• Assist with software installations, updates, and configurations under senior guidance
• Support user account management (password resets, access requests, MFA support)
• Perform routine maintenance such as device imaging, driver updates, and diagnostics

Customer Service

• Provide friendly, professional support to users with varying technical backgrounds
• Clearly communicate issue status, timelines, and next steps
• Follow up to ensure issues are resolved to the user’s satisfaction

Systems & Process Support

• Accurately document work in the IT ticketing system
• Assist with IT inventory management (laptops, accessories, loaner equipment)
• Support onboarding and offboarding, including device prep and user setup
• Help maintain IT documentation and knowledge base articles
• Work closely with senior technicians and IT leadership to escrow complex issues
• Participate in IT projects such as equipment refreshes and system rollouts
• Contribute to a positive, collaborative team environment

• 0–2 years of IT support or technical experience (internships, help desk, or coursework accepted)
• Basic understanding of Windows or macOS
• Familiarity with Microsoft 365 (Outlook, Teams, One Drive, Office apps)
• Ability to troubleshoot common technical issues with guidance
• Strong communication and customer service skills

• CompTIA A+ or similar entry‑level certification (or willingness to obtain within 6–12 months)
• Experience with IT ticketing systems (Service Now, Fresh service, Jira, etc.)
• Basic understanding of networking concepts (DNS, DHCP, Wi‑Fi, VPN)
• Experience imaging systems or using device management tools (Intune, JAMF)

• Entry level

• Contract

• Information Technology

• Retail and IT Services and IT Consulting

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