IT Support Technician I

About the Role

The IT Support Technician I will help end-users resolve issues with computer hardware or software. This position responds to user inquiries, troubleshoot and diagnose problems, and identify solutions with IT equipment and applications.

Key Responsibilities

• Provide second-line hardware, software, and end-user support as required and in line with documented procedures and service-level targets.
• Conduct data entry into company systems, and file information using established procedures.
• Support in providing initial fault isolation.
• Carry out simple installation tasks, following detailed instructions and working under close supervision.
• Categorize equipment into separate groups, and process equipment orders for shipping, following detailed procedures.
• Carry out simple maintenance and repair tasks, following detailed instructions and working under close supervision.
• Carry out simple knowledge management tasks by following established procedures.
• Work according to an assigned schedule.
• Monitor, diagnose and fix problems with technology products.
• Configure, operate, and manage hardware assets.
• Identify, diagnose and resolve technical problems in line with prescribed solution options.
• Set up and maintain operating systems.
• Plan, organize, prioritize and oversee activities to efficiently meet project objectives.
• Employ a systematic process for solving technical issues by identifying the problem and selecting an appropriate solution.
• Put processes in place to support the creation and use of information, data and intellect within the team.
• Express ideas, request action, formulate plans, and policies through clear and effective verbal communications.
• Understand and effectively use standard office equipment and standard software packages.
• Install, set up, configure, and manage software and environments.

Requirements & Tech Stack

• Ability to utilize power equipment in a warehouse setting.
• Ability to analyze basic computer problems with the intent to develop and implement logical and effective solutions.
• Knowledge of store hardware.
• Knowledge with Jira and Confluence software.
• ITIL Foundations.

Qualifications

• High School Diploma or GED.
• Preferred: Experience in managing hardware in a warehouse environment.