Information Technology Support Technician

Position: IT Support Technician I

Pay Rate: $26.00–$28.00/hour

Location: Lodi, CA

Position Summary

We are seeking a knowledgeable, detail-oriented, and customer-focused IT Support Technician I to provide first-level technical support to end users. This position serves as the primary point of contact for technical assistance, troubleshooting hardware and software issues, managing support tickets, and ensuring technical requests are properly documented, escalated, and resolved.

The ideal candidate has strong troubleshooting abilities, experience supporting Windows 11 and Microsoft 365 environments, and excellent communication skills. This role requires the ability to manage multiple support requests, provide exceptional customer service, and collaborate with higher-level IT support teams to ensure efficient issue resolution.

Duties and Responsibilities

• Serve as the first point of contact for end-user technical support through phone, email, chat, and ticketing systems.
• Diagnose and resolve basic hardware, software, operating system, and network-related issues.
• Provide technical assistance for Windows 11, including common operating system errors, configuration issues, and application troubleshooting.
• Support Microsoft 365 applications, including Outlook, Word, Excel, Teams, and OneDrive.
• Troubleshoot desktop computers, laptops, printers, peripheral devices, and related equipment.
• Utilize remote desktop and remote support tools to diagnose and resolve technical issues.
• Create, document, update, and track incidents and service requests within the IT ticket management system.
• Escalate complex technical incidents and service requests to Tier 2 and Tier 3 support teams when appropriate.
• Monitor open support tickets and follow up to ensure timely resolution.
• Assist with user account administration, password resets, and access-related requests.
• Provide clear instructions and technical guidance to end users.
• Maintain professional communication with users throughout the troubleshooting and resolution process.
• Create, update, and maintain technical knowledge base articles, troubleshooting procedures, and support documentation.
• Follow established IT Service Management (ITSM) processes, procedures, and service level agreements (SLAs).
• Assist with identifying recurring technical issues and documenting potential solutions.
• Coordinate with internal IT personnel to ensure support requests are properly routed and resolved.
• Maintain accurate records of technical issues, troubleshooting steps, and resolutions.
• Support continuous improvement initiatives related to help desk efficiency and customer satisfaction.
• Perform additional IT support and technical assistance duties as assigned.

Required Qualifications

• Proficiency with Windows 11 operating systems.
• Working knowledge of Microsoft 365, including Outlook, Word, Excel, Teams, and OneDrive.
• Experience using remote desktop and remote technical support tools.
• Familiarity with IT ticketing and incident management systems.
• Basic understanding of networking concepts, including common connectivity and troubleshooting issues.
• Knowledge of desktop hardware, laptops, printers, and peripheral devices.
• Strong technical troubleshooting and problem-solving skills.
• Excellent customer service and interpersonal communication skills.
• Strong verbal and written communication abilities.
• Ability to document technical issues, troubleshooting steps, and resolutions accurately.
• Ability to prioritize and manage multiple support requests in a fast-paced environment.
• Strong organizational skills and attention to detail.
• Ability to follow established technical procedures and escalation processes.
• Ability to work independently while collaborating effectively with other IT support personnel.
• Professional, dependable, and committed to providing timely technical assistance.

Preferred Qualifications

• Previous experience supporting enterprise IT environments.
• Familiarity with ITIL principles and IT service management best practices.
• Experience working within structured help desk or technical support environments.
• Understanding of incident management, service request fulfillment, and escalation procedures.
• Experience maintaining technical documentation and knowledge base resources.