Part-Time Tier 1 IT Support Technician (Temporary)

This is a temporary position responsible for providing first-level technical support to our employees. The ideal candidate will be a highly motivated individual with excellent troubleshooting skills and a strong commitment to customer service.

Responsibilities

• First Point of Contact : Serve as the initial point of contact for all IT-related issues, including hardware, software, network, and account problems, via phone, email, and in-person support.
• Incident Management : Accurately log, categorize, prioritize, and track all support requests and incidents using the help desk ticketing system.
• Tier 1 Resolution : Diagnose and resolve common Level 1 technical issues, such as password resets, account lockouts, printer issues, basic network connectivity problems, and common desktop application support (e.g., Microsoft Office suite).
• Escalation : Timely and accurately escalate unresolved issues to Tier 2 support or other appropriate IT teams, providing clear, detailed notes on all troubleshooting steps taken.
• Documentation : Maintain and update knowledge base articles, documentation for common issues, and procedural guides.
• Hardware / Software Support : Perform basic setup, configuration, and troubleshooting of workstations, laptops, Chromebooks, peripherals, and standard software.
• Communication : Communicate effectively with users, keeping them informed of the status of their support tickets and managing expectations.

Qualifications

Education : High School Diploma or equivalent required. Relevant certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support Technician) are a plus.