IT Support Technician I

About Liquid I.V.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his / her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company's mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.

We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.

Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

About our Team :

We are a world-class team of innovators and passionate change-makers, looking to develop transformative hydration solutions and make a meaningful impact on the world around us.

At Liquid I.V., we are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve.

Our team members enjoy a flexible and inclusive working environment, a highly collaborative and innovation-forward culture, generous benefits and perks that empower employees to champion their wellbeing every day, as well as an infinite supply of Liquid I.V. for extraordinary hydration.

About the role :

The IT Support Technician I provides frontline technical support to Liquid I.V. employees, serving as the first point of contact for all IT-related issues. This entry-level role focuses on Tier 1 support, user onboarding / offboarding execution, and basic troubleshooting under the guidance of the IT Support Technician II. This is an excellent opportunity for someone early in their IT career who is eager to learn, develop technical skills, and grow within the organization.

Functions and duties of this role include, but not limited to :

Technical Support & Troubleshooting

Provide Tier 1 technical support via phone, email, chat, and in-person

Troubleshoot basic hardware issues (desktops, laptops, printers, monitors, peripherals)

Execute user onboarding and offboarding procedures

Assist users with software problems including Microsoft 365, Google Workspace, and common business applications

Help resolve basic network connectivity issues (WiFi, VPN, printer connections)

Support mobile device setup and basic troubleshooting (iOS and Android)

Assist with video conferencing issues (Zoom, Teams, Google Meet)

User Account Support

Reset passwords and assist with account lockout issues

Help users with MFA / two-factor authentication setup and troubleshooting

Create and modify user accounts under supervision

Assist with email configuration and basic email issues

Ticket Management & Documentation

Monitor and respond to incoming support requests through ticketing system

Document all support interactions with clear, detailed notes

Follow up with users to ensure issues are fully resolved

Route complex issues to senior technicians appropriately

Maintain ticket queue organization and timely responses

Hardware & Software Management

Assist with workstation setup and configuration for new employees

Perform basic hardware installations and replacements

Help maintain IT equipment inventory and asset tracking

Prepare equipment for deployment (imaging, software installation)

Process equipment returns from departing employees

Keep helpdesk area and IT storage organized

Onboarding & Offboarding

Prepare and configure equipment for new employees under supervision

Assist with technology orientation for new hires

Process equipment returns and maintains proper asset documentation

Support data security procedures during employee transitions

Customer Service & Communication

Greet users professionally and provide friendly, patient support

Communicate status updates clearly and in a timely manner

Manage user expectations regarding resolution timeframes

Demonstrate empathy and understanding with frustrated users

Represent IT department positively across the organization

Continuous Improvement & Learning

Participate in training sessions and knowledge-sharing meetings

Study and utilize knowledge base articles to resolve common issues

Shadow senior technicians to learn advanced troubleshooting techniques

Stay updated on company applications and systems

Build technical skills through hands-on experience and self-study

Contribute to knowledge base documentation and process improvements

Qualifications :

Experience & Education

0-2 years of IT helpdesk, technical support, or related experience

High school diploma or equivalent required

Associate's degree in information technology, Computer Science, or related field (or currently pursuing) preferred

Internship or school lab experience in IT support is a plus

Technical Skills

Basic understanding of Windows and macOS operating systems

Familiarity with Microsoft Office 365 and Google Workspace

Basic knowledge of computer hardware components

Understanding of common network concepts (WiFi, internet connectivity)

Ability to follow technical documentation and procedures

Comfortable learning new software and systems quickly

Certifications (Preferred)

CompTIA A+ or currently studying for certification

Google IT Support Professional Certificate

Microsoft Certified : Modern Desktop Administrator Associate

Any relevant IT certifications or coursework

Soft Skills

Excellent customer service attitude with desire to help others

Strong communication skills with ability to listen actively

Patient and professional demeanor, especially under pressure

Eagerness to learn and develop technical skills

Reliable and punctual with strong work ethic

Ability to follow instructions and ask questions when needed

Basic problem-solving and critical thinking abilities

Team-oriented with positive attitude

Attention to detail and organizational skills

Comfortable admitting when assistance is needed

Desired Attributes

Genuine interest in technology and IT career path

Curiosity and self-motivated learning approach

Adaptability and comfort with change

Professional appearance and conduct

Ability to maintain confidentiality

Willingness to work occasional extended hours when needed

Physical Requirements & Work Environment

Ability to lift and move computer equipment (up to 30 lbs with assistance)

Comfortable sitting and working at a computer for extended periods

Ability to move around office environment to provide in-person support

Occasional evening or weekend work may be required (rare)

Primarily on-site position with potential for hybrid flexibility after training period

What You'll Learn

This role offers exceptional growth opportunities, including hands-on experience with enterprise IT systems and tools, exposure to various technologies and platforms, mentorship from experienced IT professionals, and problem-solving methodologies. You'll gain expertise in ITIL and IT service management best practices, develop customer service excellence in a corporate environment, and have a clear career path toward IT Support Technician II and beyond.

What We Give :

100% company-paid medical, dental and vision insurance for employees (PPO, HMO and Kaiser options).

A 401k plan with company match, short and long-term disability coverage.

A generous PTO and sick policy that includes 13+ paid annual holidays.

Wellness classes (fitness, mental health, nutrition, finance, etc.).

An Employee Assistance Program, including membership for guided meditation for all employees.

Monthly tech and wellness reimbursement.

An infinite supply of Liquid I.V. for endless hydration!

Work Environment :

• This role is Hybrid - 4 days a week onsite

Candidates must be authorized to work in the United States without sponsorship.

The compensation band for this position is $50,400 - $73,600 annually. The exact salary is determined by various factors including experience, skills, education, geographic location, internal company equity, and budget. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.

This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his / her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company's mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.

We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.

Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

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