Responsibilities
- Address and resolve entry-level IT support inquiries received through phone, email, or ticketing platforms.
- Diagnose and fix problems related to computer hardware, software applications, and network connections for staff members.
- Offer clear instructions and support for using company IT systems, software, and digital tools.
- Record all service tickets, user communications, and solutions in a centralized tracking system.
- Forward complex or unresolved technical issues to advanced support teams as needed.
- Set up, configure, and maintain end-user equipment including computers, laptops, and connected devices.
- Conduct regular system maintenance, updates, and functionality checks to uphold performance and security standards.
- Support new employee onboarding by preparing and delivering configured devices and accounts.
- Stay informed about internal IT policies and procedures to ensure proper adherence and compliance.
- Maintain a professional, service-focused approach in every interaction with users.
Requirements
- 1-2 years of foundational knowledge in IT systems, including hardware, software, and networking principles.
- 1-2 years of hands-on experience with major operating systems such as Windows and macOS, as well as office productivity software like Microsoft Office.
- 1-2 years of experience using ticketing systems to log, manage, and resolve support requests.
- Understanding of fundamental cybersecurity practices and safe computing behaviors.
- Proven ability to handle multiple support tickets simultaneously and prioritize tasks efficiently.
- Solid troubleshooting and analytical skills to identify and resolve technical problems.
- Strong verbal and written communication skills for assisting users with varying technical knowledge.
- Demonstrated commitment to customer service excellence and user satisfaction.
Nice to Have
- Hold a recognized IT certification such as CompTIA IT Fundamentals (ITF+) or CompTIA A+.
Benefits
- Join a high-performing team within a company culture focused on shared success across clients, staff, and communities.
- Receive the necessary tools and resources to excel in the role.
- Be encouraged to contribute innovative ideas and grow professionally.
- Work at an organization recognized as a Top Place to Work by the Washington Post for eight consecutive years.
Other
- This employer is committed to equal opportunity and does not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability.
- Certified as an IT service provider under SEI CMMI Level 4 and ISO 20000/ISO 27000 standards.
