About the Role
We are seeking a motivated and detail-oriented IT Services Technician (Level 1) to join our dynamic IT team. This role is responsible for providing first-line technical support to our Tutors Space, resolving basic IT issues, onboarding's and escalating complex problems to specialist teams in various IT disciplines. The ideal candidate is passionate about technology, has strong problem-solving skills, and delivers exceptional customer service
Responsibilities
- Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues.
- Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions.
- Assist users with software installations, account setups, and password resets.
- Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation.
- Escalate unresolved issues to Level 2 or specialized teams with detailed documentation.
- Maintain and update IT knowledge base articles and self-service wikis for common issues.
- Perform routine maintenance tasks, such as software updates and system backups, as directed● Assist with onboarding new employees, including setting up workstations and accounts.
- Adhere to company IT policies, procedures, and security protocols.
- Provide new hire onboarding and offboarding service support
Required Qualifications
- High school diploma or equivalent; Associate’s degree in IT, Computer Science, or related field preferred.
- 0-2 years of experience in IT or a related field (entry-level candidates encouraged to apply)
- Basic understanding of Windows and macOS operating systems, Microsoft Office Suite, and common software applications.
- Familiarity with troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP).
- Strong communication and customer service skills to assist non-technical users effectively.
- Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
- CompTIA A+, Network+, or similar certifications are a plus but not required.
- Ability work after hours and graveyard shifts
Preferred Qualifications
- Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) or IT service management tools.
- Basic knowledge of Active Directory and user account management.
- Willingness to learn and adapt to new technologies and processes
Annual Salary Range
$90,000 - $110,000 + Equity (USD hourly)
Benefits
Base salary is just one part of our total rewards package at 𝕏, which also includes equity, comprehensive medical, vision, and dental coverage, access to a 401(k) retirement plan, short & long-term disability insurance, life insurance, and various other discounts and perks.
