What are the responsibilities and job description for the Level 1 Technician position at Automate IT Inc?
Company Description Automate IT Inc is an IT solutions and services company focused on proactively monitoring, maintaining, and managing client IT infrastructure and applications. The organization specializes in securing applications and infrastructure, and automating IT operations to deliver measurable ROI and value for clients. Using modern cloud and mobility technologies, Automate IT Inc aims to simplify IT and provide an excellent service experience. The team is made up of passionate IT entrepreneurs committed to understanding client needs, working collaboratively, and going the extra mile. The company values a modern client-centric approach, teamwork, and recognizing and supporting its employees.
Role Description This is a full-time, on-site Level 1 Technician role based in Dallas, TX. The Level 1 Technician will provide first-line technical support by responding to incoming tickets, phone calls, and emails, documenting issues clearly, and escalating when necessary. Responsibilities include troubleshooting basic hardware, software, and network issues, performing routine maintenance tasks, and assisting with device setup, configuration, and user onboarding. The role involves monitoring systems and alerts, following standard operating procedures, and updating knowledge base articles as issues are resolved. The technician will collaborate with senior team members, communicate clearly with non-technical users, and contribute to a reliable and secure IT environment for clients.
Qualifications
- Foundational technical skills in troubleshooting Windows or macOS endpoints, basic networking (TCP/IP, DNS, DHCP), and common office productivity tools.
- Ability to follow documented procedures, create clear ticket notes, and maintain accurate records of work performed.
- Strong customer service orientation, active listening, and the ability to explain technical concepts in simple, professional language.
- Comfort working in a fast-paced support environment, managing multiple priorities, and meeting response and resolution targets.
- Willingness to learn new tools and technologies related to automation, monitoring, and security as guided by senior team members.
- High school diploma or equivalent required; an associate degree, technical certification (e.g., CompTIA A , Network ), or related training is a plus.
- Ability to work on-site in Dallas, TX, including occasional after-hours or weekend work as needed for maintenance or support.