What are the responsibilities and job description for the IT Support Technician (Level 1 / Level 2) position at Computer Know How?
Company Description
Computer Know How, founded in 1997, is the premier technical consulting firm in the area. Our team of system analysts, programmers, network engineers, and web designers is dedicated to assisting clients with technical projects on time and on budget. We provide clients with high-quality computer and internet solutions while maintaining exceptional customer service. Our goal is to deliver practical, reliable technology solutions tailored to each client’s needs.
Role Description
This is a full-time, on-site role for an IT Support Technician (Level 1 / Level 2) located in Green County, WI. The IT Support Technician will be responsible for providing front-line technical support, troubleshooting common hardware and software issues, and assisting end users with their day-to-day IT needs.
Day-to-day tasks include responding to service requests, diagnosing and resolving basic technical issues, setting up new equipment, and escalating more complex problems to senior technicians when necessary.
Key Responsibilities
- Provide first-line technical support via phone, email, and remote tools
- Troubleshoot and resolve common hardware, software, and connectivity issues
- Set up and configure desktops, laptops, printers, and mobile devices
- Assist users with Microsoft 365 applications (Outlook, Teams, etc.)
- Perform routine maintenance, updates, and system checks
- Document tickets, resolutions, and client interactions clearly
- Escalate complex or unresolved issues to Level 3 technicians
- Deliver excellent customer service and user communication
Qualifications
Required
- 1–3 years of IT support experience (or strong internship/entry-level experience)
- Basic troubleshooting skills in Windows environments
- Familiarity with:
- Desktop/laptop hardware
- Windows OS and basic networking concepts
- Microsoft 365 or similar platforms
- Strong customer service and communication skills
- Ability to follow processes and document work accurately
- Ability to work on-site in Green County, WI
Preferred
- Associate’s or Bachelor’s degree in IT, Computer Science, or related field
- Entry-level certifications such as:
- CompTIA A
- CompTIA Network (or willingness to obtain)
- Experience with ticketing systems or RMM tools
What Makes This a Good Fit
- Great opportunity to grow into higher-level technical roles (L3/L4)
- Exposure to a wide variety of client environments and technologies
- Supportive team environment with mentorship opportunities
- Hands-on experience with real-world IT systems and tools