Tier One IT Support Technician

Location: Greensboro, NC (Hybrid)

Department: IT

Reports To: CIO and IT Manager

NWS is seeking a detail-oriented and customer-focused Tier 1 IT Support Technician to join our IT team. This entry-level role is responsible for providing first-line technical support to end users, resolving basic IT issues, and managing IT assets across the organization. The ideal candidate will have strong communication skills, a proactive attitude, a willingness to learn, and a passion for technology and organization.

Key Responsibilities:

• Respond to help desk tickets, emails, and calls to resolve hardware, software, and network issues.


• Troubleshoot and resolve issues related to desktops, laptops, RF scanners, tablets, printers, mobile devices, and basic network connectivity.


• Install, configure, and maintain company hardware and software systems across a diverse range of devices.


• Assist with user account setup, password resets, and access permissions.


• Document support interactions and resolutions in the ticketing system.


• Escalate unresolved issues to Tier 2 or Tier 3 support as needed.


• Provide support for common applications such as Microsoft Office, email clients, and collaboration tools.


• Support onboarding and offboarding processes for employees.


• Maintain accurate records of IT assets including computers, peripherals, software licenses, and mobile devices.


• Set up and maintain audiovisual equipment for meetings and virtual presentations.


• Track asset lifecycle from procurement to retirement, ensuring compliance with company policies.


• Assist with inventory reconciliation and audits of IT equipment.


• Coordinate with vendors and internal teams for asset repairs, replacements, and upgrades.

Qualifications:

• Bachelor's or Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience).


• 2 years of experience in IT support or customer service.


• Basic understanding of Windows and Mac operating systems.


• Familiarity with Active Directory, Office 365, and remote support tools.


• Strong problem-solving and communication skills.


• Ability to work independently and manage multiple tasks.

Preferred Skills:

• CompTIA A , ITIL Foundation, or similar certifications.


• Experience with ticketing systems like ServiceNow, Zendesk, or Jira.


• Knowledge of basic networking concepts (IP, DNS, DHCP).


• Experience with asset management tools or platforms.

Key Performance Indicators (KPI):

1. Ticket Closure Rate

• Definition: Percentage of Tier 1 tickets resolved and closed within the Service Level Agreement (SLA).


• Target: 90-95% of Tier 1 tickets closed within 48 hours.

First Contact Resolution (FCR)

• Definition: Percentage of incidents resolved during the initial interaction without requiring escalation.


• Target: ≥ 60% (progressing toward 70% as the team matures).

Average Response Time

• Definition: Average time taken to acknowledge and assign a ticket after submission.


• Target: ≤ 30 minutes during business hours.

Escalation Rate

• Definition: Percentage of tickets requiring escalation to Tier 2 or higher.


• Target: ≤ 30% (with improvement expected as maturity increases).

Customer Satisfaction (CSAT)

• Definition: Average satisfaction rating from end users on resolved tickets.


• Target: ≥ 4/5.

Documentation of Resolutions (Maturity-Building KPI)

• Definition: Percentage of resolved tickets where a clear and complete resolution note is recorded.


• Target: ≥ 90%.

Asset Management KPIs

1. Asset Accuracy Rate

• Definition: Percentage of assets correctly recorded in the system compared to physical inventory.


• Target: ≥ 95%.

Timeliness of Asset Updates

• Definition: Percentage of updates to asset records completed within 24 hours of acquisition, assignment, or disposal.


• Target: ≥ 90%.

Asset Assignment Accuracy

• Definition: Percentage of assets correctly linked to users or departments.


• Target: ≥ 95%.

Audit Compliance

• Definition: Percentage of asset records that are verifiable and accurate during internal or external audits.


• Target: ≥ 95%.

Developmental KPIs for Maturity

1. Knowledge Article Creation

• Definition: Number of new knowledge articles created based on resolved tickets.


• Target: At least 1-2 per technician per month, once repository is established.

Process Adherence

• Definition: Percentage of tickets and asset changes following defined standard operating procedures.


• Target: ≥ 90%.