Tier 1 Support Technician

The IT Tier 1 Support Technician reports to the IT Operations Manager and is a member of the IT Operations Team. The Tier 1 Support Technician position will be responsible for taking incoming requests for support via phone and email by gathering information from the end user, creating a trouble ticket and performing first level remediation actions including repair, replacement and installation of equipment, incident escalation and ticket resolution.

The Tier 1 Support Technician directs and trains community-based technical resources and assists them with the resolution of a wide range of service issues, such as connectivity and device configuration, and maintenance and operation. The Tier 1 Support Technician may travel to service endpoints and participate in formal and informal quality improvement and skills development activities and share technical problems and solutions with other members of the Service Support Team.

• Analyzes and evaluates reported problems, takes responsibility for resolution, and prevents recurrence.
• Serves as single point of contact (not a single point of resolution) to customers through to problem resolution.
• Coaches and trains other employees on proper access and use of desktop systems and mobile devices.
• Maintains technical documentation related to the IT department.
• Modifies and creates knowledge base entries.
• Monitors and maintains IT asset inventory.
• Creates network, email and additional accounts in accordance with submitted request ensuring accuracy of accounts. Attention to detail is paramount.
• Follows Tier 1 Support policies and procedures and provides timely response to incidents assigned to them in the ticketing system.
• Installs, configures, maintains, upgrades, repairs and replaces mobile devices, desktop components, peripherals, monitors, phones, OS/Applications software, and interfaces, including transmitters, cabling, and communication outlets under the direct supervision of the Network Team.
• Serves as the primary asset management coordinator. This will include inputting and maintaining required equipment in the asset management software, as well as, manually tagging all equipment.
• Supports a clean and tidy workplace for configuring, maintaining, repairing and packing equipment.
• Completes project tickets and participates in departmental and inter-departmental project teams and committees regarding planning, purchasing and implementing information technology devices and services.
• Demonstrates flexibility and capacity to adapt and learn in a dynamic work environment.
• Ensures compliance with applicable laws and regulations as well as company policies and procedures and follows an effective internal controls environment.

• Analyzes and evaluates reported problems, takes responsibility for resolution, and prevents recurrence.
• Serves as single point of contact (not a single point of resolution) to customers through to problem resolution.
• Coaches and trains other employees on proper access and use of desktop systems and mobile devices.
• Maintains technical documentation related to the IT department.
• Modifies and creates knowledge base entries.
• Monitors and maintains IT asset inventory.
• Creates network, email and additional accounts in accordance with submitted request ensuring accuracy of accounts. Attention to detail is paramount.
• Follows Tier 1 Support policies and procedures and provides timely response to incidents assigned to them in the ticketing system.
• Installs, configures, maintains, upgrades, repairs and replaces mobile devices, desktop components, peripherals, monitors, phones, OS/Applications software, and interfaces, including transmitters, cabling, and communication outlets under the direct supervision of the Network Team.
• Serves as the primary asset management coordinator. This will include inputting and maintaining required equipment in the asset management software, as well as, manually tagging all equipment.
• Supports a clean and tidy workplace for configuring, maintaining, repairing and packing equipment.
• Completes project tickets and participates in departmental and inter-departmental project teams and committees regarding planning,…