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Tier 1 IT Support Technician

Tier 1 IT Support Technician

Network Wireless SolutionsGreensboro, NC, USA
25 days ago
Job type
  • Full-time
  • Quick Apply
Job description

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.

Key Responsibilities :

  • 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.

Qualifications :

  • 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.

    • Preferred Skills :

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

    • Key Performance Indicators (KPI) :

  • Ticket Closure Rate
  • Definition : Percentage of Tier 1 tickets resolved and closed within the Service Level Agreement (SLA).
  • Target : 90-95% of Tier 1 tickets closed within 48 hours.

    • First Contact Resolution (FCR)

  • Definition : Percentage of incidents resolved during the initial interaction without requiring escalation.
  • Target : ≥ 60% (progressing toward 70% as the team matures).

    • Average Response Time

  • Definition : Average time taken to acknowledge and assign a ticket after submission.
  • Target : ≤ 30 minutes during business hours.

    • Escalation Rate

  • Definition : Percentage of tickets requiring escalation to Tier 2 or higher.
  • Target : ≤ 30% (with improvement expected as maturity increases).

    • Customer Satisfaction (CSAT)

  • Definition : Average satisfaction rating from end users on resolved tickets.
  • Target : ≥ 4 / 5.

    • Documentation of Resolutions (Maturity-Building KPI)

  • Definition : Percentage of resolved tickets where a clear and complete resolution note is recorded.
  • Target : ≥ 90%.

    • Asset Management KPIs

  • Asset Accuracy Rate
  • Definition : Percentage of assets correctly recorded in the system compared to physical inventory.
  • Target : ≥ 95%.

    • Timeliness of Asset Updates

  • Definition : Percentage of updates to asset records completed within 24 hours of acquisition, assignment, or disposal.
  • Target : ≥ 90%.

    • Asset Assignment Accuracy

  • Definition : Percentage of assets correctly linked to users or departments.
  • Target : ≥ 95%.

    • Audit Compliance

  • Definition : Percentage of asset records that are verifiable and accurate during internal or external audits.
  • Target : ≥ 95%.

    • Developmental KPIs for Maturity

  • Knowledge Article Creation
  • Definition : Number of new knowledge articles created based on resolved tickets.
  • Target : At least 1-2 per technician per month, once repository is established.

    • Process Adherence

  • Definition : Percentage of tickets and asset changes following defined standard operating procedures.
  • Target : ≥ 90%.
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    It Support Technician • Greensboro, NC, USA