Tier One IT Support Technician
7 days ago
Greensboro
Job Description Job Title: Tier 1 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., • 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., • CompTIA A+, ITIL Foundation, or similar certifications., • Experience with ticketing systems like ServiceNow, Zendesk, or Jira., • Knowledge of basic networking concepts (IP, DNS, DHCP). Help Desk Responsiveness and Resolution • Ticket Response Time: Average first response time to Tier 1 tickets meets or exceeds defined IT service targets., • Ticket Resolution Rate: Percentage of Tier 1 tickets resolved without escalation remains consistently high., • Ticket Ownership: Demonstrates end-to-end ownership of assigned tickets, including follow-through and user confirmation prior to closure., • User Satisfaction Feedback: Positive unsolicited feedback from end users regarding professionalism, patience, clarity of communication, and helpfulness., • Service Interaction Quality: Demonstrates active listening, clear explanations, and empathy during user support interactions., • Ticket Documentation Accuracy: Support interactions, resolutions, and root causes are clearly and consistently documented in the ticketing system., • Process Adherence: Follows defined IT support, onboarding, and asset handling procedures with minimal rework., • Asset Readiness: Ensures laptops, peripherals, and mobile devices are properly configured, labeled, and deployment-ready., • Inventory Accuracy: Maintains accurate and up-to-date asset records, including assignments, status, and lifecycle stage., • Onboarding/Offboarding Execution: Executes device provisioning and recovery processes independently and correctly., • Platform Familiarity: Demonstrates increasing proficiency with Microsoft 365, Active Directory, and business systems such as SalesPad., • Skill Expansion: Proactively learns beyond Tier 1 scope while maintaining Tier 1 service commitments., • Shadowing and Observation: Effectively leverages shadowing opportunities with Tier 2 / Tier 3 staff to build technical depth., • Task Execution Reliability: Completes assigned tasks accurately with minimal oversight., • Initiative: Identifies opportunities to improve workflows, reduce friction, or prevent recurring issues., • Judgment and Communication: Knows when to proceed independently and when to ask clarifying questions., • Operational Maturity: Demonstrates behavior consistent with future Tier 2 or lead help desk responsibilities., • Leadership Potential: Shows early indicators of mentoring capability, task coordination, and process ownership., • Scalability Support: Contributes to IT readiness as the organization scales beyond current employee thresholds. About NWS NWS empowers service providers, integrators, contractors, and organizations of all sizes to stay ahead of the curve. Established in 2012 and headquartered in Greensboro, North Carolina, USA, NWS boasts an extensive range of services across three key market segments. Our cable solutions showcase cutting-edge copper, fiber, and hybrid designs. With a proficient team of engineers, manufacturing, and supply chain experts, we can tailor these custom-trunked cable solutions to precise specifications, ensuring our clients benefit from the most reliable and efficient telecom solutions on the market. Join our energetic and vibrant team of skilled professionals and be part of the excitement at NWS. Our employees enjoy a culture that values initiative, teamwork, high values, and integrity. To learn more about us, please visit our website at nwsnext.com - Network Wireless Solutions (NWS) is committed to maintaining a safe, compliant, and professional workplace. As part of our hiring process, all offers of employment are contingent upon the successful completion of a background check and drug screening, where permitted by law. Background checks may include, but are not limited to, verification of employment history, education, criminal records, and other relevant factors in accordance with applicable federal, state, and local laws. Drug screening may be required based on the nature of the position and applicable regulations. NWS complies with all relevant laws regarding drug testing, including any accommodations required under the Americans with Disabilities Act (ADA) or other applicable statutes. A candidate's failure to pass the background check or drug screening may result in the withdrawal of an employment offer. Any falsification or omission of information during the hiring process may also be grounds for disqualification or termination of employment. By submitting an application to NWS, candidates acknowledge and consent to the company's background check and drug screening policies.