What are the responsibilities and job description for the IT Support Technician position at MetroSys?
Role Overview
We are seeking a reliable and customer-focused IT Support Technician to provide Tier 1 and Tier 2 support for end users in a hybrid onsite/remote capacity. The technician will be responsible for troubleshooting hardware, software, and connectivity issues, ensuring timely resolution through the HappyFox ticketing system, and escalating issues as appropriate. This role requires strong communication skills, technical troubleshooting abilities, and the flexibility to work onsite in Dixon, CA when required.
Responsibilities
Provide Tier 1 and Tier 2 remote and onsite support for hardware, software, and connectivity issues.
Troubleshoot and resolve issues related to Windows OS, VPN access, printers, and productivity applications (Microsoft 365, Adobe, etc.).
Escalate unresolved or complex issues to senior technical staff while maintaining ownership and communication with the end user.
Document resolutions, maintain accurate ticket updates, and ensure compliance with SLAs within the HappyFox ticketing system.
Assist with basic network troubleshooting and workstation configuration as needed.
Provide occasional onsite support in Dixon, CA for equipment setup, hardware replacement, and escalated issues.
Qualifications
2 years in an IT support/helpdesk or desktop support role (Tier 1/Tier 2).
Experience with Windows OS, Microsoft 365, VPN clients, and common end-user applications.
Familiarity with ticketing systems (HappyFox experience a plus).
Strong troubleshooting skills across hardware, software, and connectivity.
Excellent communication and documentation skills.
Ability to work independently and provide excellent customer service in a hybrid support environment.