IT Technician I

POSITION SUMMARY

The Managed Services IT Technician I provides entry-level technical support to clients, assisting with troubleshooting, installations, and routine maintenance of hardware, software, and network systems. This role serves as the first line of support, escalating issues as necessary while maintaining excellent customer service.

REPORTS TO

• Managed Services Director

SUPERVISES

• May lead, train, or participate in work team assignments

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Provide first-level help desk support for managed services clients.
• Respond to and resolve technical tickets related to desktops, laptops, mobile devices, printers, and applications.
• Install and configure basic hardware, software, and peripheral equipment.
• Perform routine system monitoring, backups, and patch updates.
• Escalate unresolved issues to higher-level technicians or engineers.
• Document work performed in ticketing systems and maintain accurate client records.
• Support onboarding of new users, including account creation and access provisioning.

OTHER DUTIES

Please note that this job description is not a comprehensive list of all activities, duties or responsibilities the employee may be required to engage in for this job. These duties, activities, and responsibilities may change at any time with or without notice.

EEO STATEMENT

Joink is an Equal Employment Opportunity Employer and will not discriminate against or harass any applicant or employee on any grounds prohibited under any federal, state or local law, including race, creed, color, religion, sex, national origin, age, disability status, sexual orientation, gender identity, marital status, pregnancy, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.

KNOWLEDGE, SKILLS, AND ABILITIES

• Ability to maintain a professional demeanor
• Ability to evaluate situations and adjust to changing priorities
• Basic knowledge of Windows and/or Mac operating systems.
• Familiarity with Microsoft 365, Active Directory basics, and common business applications.
• Strong communication and customer service skills.
• Ability to follow procedures and escalate when necessary.

QUALIFICATIONS

• Candidate must be willing to reside near or commute to a Joink office (Currently within Illinois: Taylorville, Hillsboro; Indiana: Terre Haute)
• Associate degree in IT or related field, or equivalent work experience.
• 0–2 years of IT support experience.
• CompTIA A or similar entry-level certification preferred.
• Relevant certifications preferred (CompTIA Network , Microsoft MCSA/Modern Desktop, Cisco CCNA).

WORKING ENVIRONMENT

• Office environment
• Must be able to work overtime with and without notice.

PHYSICAL DEMANDS

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• While performing the duties of this job, the employee is regularly required to stand; walk; use hands to finger, handle, or feel; reach with hands and arms; climb or balance; stoop, kneel, crouch, or crawl; and talk or hear. The employee must regularly lift and/or move up to 50 pounds, and push/pull up to 75 lbs. Specific vision abilities required by this job include close vision, distance vision, depth perception and ability to adjust focus.