IT Support Technician - Tier I

Wanco Inc. is seeking a IT Support Technician I in our Arvada production facility.

JOB SUMMARY

Wanco’s IT team is the front line of support for every employee, remote staff member, vendor, and visitor who walks through our doors. As an IT Support Technician I, you’ll own the first response on every helpdesk ticket, phone call, and walk-in request — troubleshooting, researching, and resolving issues independently whenever possible, and escalating to Tier 2 when needed. This role is high-visibility and fast-paced, and it’s the entry point into a clear technical career path at Wanco.

JOB SKILLS/REQUIREMENTS

•         Reliable: consistently on time, communicates clearly, and can be trusted.

•         Professional: every interaction — with staff, remote employees, vendors, or visitors — reflects Wanco’s reputation for exemplary IT customer service.

•         Eager to learn: willingness and ability to learn quickly matters more than prior experience. Candidates with limited experience but strong learning agility are strongly encouraged to apply.

•         Detail-oriented: able to troubleshoot independently and catch what others miss.

•         Self-starter: seeks out the next task rather than waiting to be told.

•         Resilient: comfortable in a high-stress, fast-moving environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES OF THE JOB

•         Serve as first point of contact for all inbound helpdesk tickets: pick up, triage, and perform initial troubleshooting on every ticket before escalating.

•         Research issues independently and attempt a solution before involving Tier 2; escalate to the Tier 2 team when the issue exceeds your ability or requires additional support.

•         Meet recommended SLA targets on all tickets.

•         Answer incoming support calls and be present in the office to assist walk-in staff, vendors, and outside visitors.

•         Take on Tier 1 projects as time allows, with ticket response remaining the top priority.

•         Participate in infrastructure, networking, server, and security projects as opportunities arise, working alongside more senior technicians.

•         Make outbound calls to vendors and technical support lines as needed to resolve issues.

•         Assist with physical IT work, including equipment installs that may require lifting up to 50 lbs and working from a lift at heights of 30 feet or more.

•         Travel between Building 1 and Building 4 as needed for support calls or project work (personal vehicle recommended, though not required).

•         Help maintain an organized, functional IT office/workspace.

•         Proactively identify and pick up new work rather than waiting to be assigned — this role rewards self-starters.

•         Perform other duties as assigned.

PHYSICAL REQUIREMENTS

•         Ability to lift up to 50 lbs.

•         Comfortable working at heights of 30 feet in a lift.

•         Ability to move between buildings/floors as needed.

SCHEDULE

•         40 hours/week.

•         Initial training-period shift: 8:00 AM – 4:30 PM (first 6 months).

•         Shift may shift to 6:00 AM – 3:30 PM after training period, based on business need.

•         Overtime may be available during available shifts.

GROWTH PATH

This is an entry-level role with a defined progression. Strong performers can advance to:

•         IT Support Technician II

•         Junior Systems Administrator

•         Junior Network Engineer

•         Junior Cybersecurity Analyst

Opportunities to shadow and work on Tier 2/3 projects are available for technicians looking to advance.

Reporting: This position reports to the IT Manager

Salary Range: $22-$25, depending on experience

Benefits: Insurance (Medical, Dental, Life, 401k). Paid time off and holidays.

Eligible to participate in Wanco’s standard benefits package.