What are the responsibilities and job description for the Tier 1 IT Support Technician position at Dority & Manning, P.A.?
The Tier 1 IT Support Technician serves as the essential first point of contact for technical operations across the organization. This role is responsible for delivering high-quality technical assistance, maintaining system uptime, and ensuring a seamless technology experience for all employees. The ideal candidate is a disciplined problem-solver who excels at troubleshooting, documenting technical resolutions, and providing professional support in an enterprise environment.
Primary Responsibilities
- Incident Response: Manage the intake and resolution of support tickets and calls, providing specialized assistance for desktops, laptops, printers, and mobile devices for both remote and onsite personnel.
- Technical Troubleshooting: Diagnose and resolve hardware, software, and connectivity challenges using established diagnostic protocols and departmental best practices.
- Access Management: Support users with essential identity services, including password resets, account lockouts, and Microsoft 365 application support.
- Systems Provisioning: Install, configure, and maintain workstations and peripherals, ensuring all hardware is optimized and compliant with company software standards.
- Operational Documentation: Maintain precise records of incidents, troubleshooting steps, and final resolutions within the ticketing system to build a robust departmental knowledge base.
- Lifecycle Support: Facilitate the technical onboarding of new hires, including hardware deployment, system orientation, and account initialization.
- Escalation Management: Identify and escalate advanced infrastructure or security-related issues to Tier 2/Systems Administration, providing clear and concise diagnostic data.
- Policy Compliance: Adhere to all corporate IT policies and security standards to ensure the integrity of the organizational network.
Required Skills & Qualifications
- Technical Proficiency: Strong working knowledge of Windows operating systems, Microsoft Office 365, and modern hardware components.
- Networking Foundations: Understanding of core networking concepts, including IP addressing, Wi-Fi connectivity, and VPN configurations.
- Service Excellence: Exceptional communication skills with a "customer-first" approach to technical support.
- Organizational Skills: Ability to follow documented workflows and manage multiple tasks effectively in a fast-paced environment.
- Professional Growth: A strong desire to learn enterprise-level systems and advance within the IT field.
Education & Experience
- Experience: 2 years of IT support or relevant technical experience preferred.
- Education: High school diploma or equivalent required.
- Certifications: CompTIA A or Network (Strongly Valued).
Key Characteristics for Success
- Detail-Oriented: A focus on accuracy in both technical execution and documentation.
- Composed: Ability to provide a calm and professional support experience under pressure.
- Security-Conscious: A proactive mindset regarding data protection and system security.