IT Support Tier I The IT Support Level I Technician is responsible for providing first-line technical support to end users across all company locations. This role focuses on resolving routine hardware, software, and network issues, assisting with user onboarding/offboarding, and maintaining accurate IT documentation and inventory. The ideal candidate delivers excellent customer service, communicates effectively, and is eager to grow within IT operations. Key Responsibilities End-User Support • Serve as the first point of contact for IT support via phone, email, or ticketing system. • Provide timely troubleshooting for desktops, laptops, peripherals, and mobile devices. • Support end users on Windows and macOS systems, Microsoft 365, Google Workspace, and standard business applications. • Reset passwords, configure MFA, and manage basic account access in Active Directory and related systems. • Assist users with network connectivity issues, VPN access, and printer setup. • Document all requests and resolutions accurately in the IT ticketing system. • Escalate unresolved issues to Tier II or Tier III support following defined procedures. Device & Software Management • Configure and deploy computers and devices in accordance with company standards. • Install, update, and troubleshoot approved software applications. • Perform basic maintenance and support for printers, scanners, and VoIP phones. • Maintain accurate asset records for IT hardware assignments and equipment lifecycle tracking. Operational & Administrative • Support employee onboarding/offboarding by preparing, configuring, and retrieving IT equipment. • Assist in tracking IT inventory, licenses, and warranty renewals. • Ensure compliance with IT security best practices, including password policies, MFA enrollment, and endpoint protection. • Contribute to the IT knowledge base with user guides and troubleshooting articles. • Provide excellent customer service and maintain a professional, helpful attitude in all interactions. Skills & Qualifications • Associate degree or equivalent experience in Information Technology, Computer Science, or related field. • 1–2 years of experience in IT helpdesk or desktop support environment preferred. • Familiarity with Microsoft 365 administration, Active Directory, and common SaaS tools. • Strong understanding of Windows 10/11, macOS, and basic networking concepts (TCP/IP, VPN, Wi-Fi). • Experience with hardware setup, printer configuration, and endpoint troubleshooting. • Ability to use and manage IT ticketing systems effectively. • Excellent communication and customer service skills. • Strong organizational and time management abilities. • Eagerness to learn and grow within the IT team. Benefits • Paid vacation and holidays • Medical, dental, vision, life, and supplemental insurances • 401(k) with company match • Employee discounts Big Brand Tire & Service is an Equal Opportunity Employer. We celebrate diversity and are committed to a respectful, inclusive workplace.