IT Support Technician - Tier 1

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Written by AI from the job title and company, not by Angi, so some details may not match this job. The employer's own page has the real description.

Job Overview

The IT Support Technician - Tier 1 at Angi is responsible for providing first-level support to internal and external customers. This role requires a proactive approach to troubleshooting and resolving technical issues, ensuring that all IT requests are handled in a timely and efficient manner. The technician will work closely with users to identify and rectify hardware, software, and network problems, while also documenting support interactions to contribute to a knowledge base that promotes continuous improvement in service delivery.

Job Responsibilities

• Respond to incoming technical support requests via phone, email, or chat and provide effective troubleshooting assistance.
• Diagnose and resolve hardware, software, and network issues for employees and contractors.
• Assist with onboarding new users and ensure they have the necessary equipment and access.
• Document issues and resolutions within the ticketing system to improve future support efforts.
• Escalate unresolved issues to higher tiers of support as necessary.
• Maintain and update technical documentation and knowledge base articles.
• Perform routine maintenance and updates on company systems and software.
• Support IT projects and initiatives as assigned.

Qualifications

• Associate's degree in Computer Science, Information Technology, or a related field, or equivalent experience.
• Minimum of 1-2 years of experience in a technical support role, preferably in a Tier 1 setting.
• Strong understanding of computer hardware, operating systems, and common software applications.
• Proficiency in troubleshooting and resolving technical issues both remotely and onsite.
• Excellent communication skills, with the ability to convey technical information to non-technical users.
• Basic knowledge of networking concepts and troubleshooting.
• Ability to work effectively in a team-oriented environment.
• Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus.

Technologies & Tools

The IT Support Technician - Tier 1 will utilize a variety of technologies and software essential for daily operations. Key tools include a ticketing system for tracking support requests, remote desktop management software for troubleshooting, and standard office applications such as Microsoft Office Suite. Familiarity with operating systems such as Windows and macOS, as well as basic network management tools, will also be essential for success in this role.

Ideal Candidates

Ideal candidates for the IT Support Technician - Tier 1 position will exhibit strong analytical skills and a dedication to providing outstanding customer service. They will be proactive problem-solvers with a demonstrated ability to learn new technologies quickly. An effective communicator, the ideal candidate will thrive in a fast-paced environment and work collaboratively with team members to create solutions that enhance user experience. Patience, attention to detail, and a passion for technology are critical traits that will contribute to their success in this role.