Position Summary
True IT is seeking an IT Support Technician I to join our Managed Services team. This entry-level role is responsible for providing first-line technical support to our clients, resolving common IT issues, and escalating more complex problems in accordance with established procedures. The ideal candidate is customer-focused, technically curious, and eager to develop a career in managed IT services. This is an excellent opportunity for someone looking to get into the IT field with limited experience.
Key Responsibilities
- Serve as the first point of contact for client support requests via ticketing system, phone, and email
- Diagnose and resolve common Tier 1 issues related to:
- Windows and macOS workstations
- Microsoft 365
- User account management and password resets
- Accurately document all work performed, troubleshooting steps, and resolutions within the ticketing system
- Escalate issues to Tier 2 or senior technicians when problems exceed defined Tier 1 scope
- Follow established SLAs, internal processes, and security best practices
- Assist with onboarding and offboarding tasks, including user setup and hardware preparation
- Support basic endpoint security tasks under supervision
- Maintain a professional, courteous, and service-oriented demeanor when interacting with clients
- Participate in training, shadowing, and skill development activities to progress technical capabilities
Required Qualifications
- Basic understanding of computer hardware, operating systems, and common business applications
- Familiar with Windows environments
- Strong communication skills, both written and verbal
- A strong want to learn and grow in the IT field