As a Tier 1 In-House IT Support Agent, you’ll play a crucial role in ensuring smooth operations within the organization. Your primary responsibility is to handle basic client difficulties related to IT systems. Additionally, you will collaborate closely with our external Managed Service Provider (MSP) to ensure timely resolution of complex technical problems.

Let’s dive into the details:

Responsibilities and Duties:

• User Interaction:
• Collect Information: When users report issues, your first task is to acquire detailed data from them. Understand their symptoms and assess the root problem.
• Basic Troubleshooting: Use your technical knowledge to diagnose and resolve straightforward hardware and software issues.
• Communication Channels: Respond to clients directly via phone, email, or IT ticketing system.
• Technical Assistance:
• User Onboarding/Offboarding: Provide onboarding/offboarding of users onto AADDS, AD on Premises, and MS365 Environments.
• Hardware and Software Support: Provide tier 1 technical assistance for computer networks, software, and hardware-related queries.
• Problem Solving: Efficiently analyze and repair tier 1 technical issues. Counsel users on the best course of action.
• Product Knowledge: Educate clients about IT goods and services.
• Escalation Process:
• Escalation: When faced with complex problems, escalate the situation to the MSP.

Skills and Qualifications:

• Education: A degree in computer science or IT is preferred.
• Experience: Minimum 1 year of work experience in IT support.
• Problem-Solving: Ability to detect and handle fundamental tech problems through problem-solving.

Job Type: Full-time

Pay: $19.47 - $23.45 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year

Schedule:

• 8 hour shift
• Monday to Friday

Ability to Relocate:

• Waco, TX 76710: Relocate before starting work (Required)

Work Location: In person