Job Description

Job Summary:

The Support Technician, Tier I serves as the first point of contact for customers and employees seeking technical assistance. This role is responsible for answering support calls, responding to emails and chat inquiries, and troubleshooting basic IT issues. The ideal candidate has strong customer service skills, a basic understanding of IT systems, and the ability to resolve common technical problems efficiently.

Key Responsibilities:

• Answer incoming support calls, emails, and chat requests to assist with IT issues.
• Provide first-level troubleshooting for common hardware, software, and network issues.
• Walk users through basic troubleshooting steps and document resolutions.
• Escalate complex issues to Tier II or other appropriate teams when necessary.
• Create and update support tickets in the helpdesk system, ensuring accurate documentation.
• Assist with password resets, account unlocks, and basic system access requests.
• Educate users on IT best practices to prevent recurring issues.
• Maintain a high level of professionalism and customer service in all interactions.
• Follow company policies, procedures, and service level agreements (SLAs).

Preferred Qualifications:

• Previous experience in a call center, helpdesk, or IT support environment.
• Familiarity with remote desktop tools and basic networking concepts.
• Strong problem-solving skills and the ability to adapt to new technologies.
• Experience supporting mobile devices and cloud-based applications.

**This position will be mostly work from home with periodic onsite client visits in the Skokie and Melrose Park area. One of our clients is opening a hospital in the Melrose Park area in the coming months, and this position will eventually be mostly onsite at that facility. **

• $50,000 - 70,000 Year, based on experience
• Health, Dental, Vision & other additional benefits 
• 401K (With 4% Match) eligible after 90 Days
• Generous PTO

• Apply to the position, upload your resume, and answer the questions in the application. 
• Upon reviewing your resume, we'll send you an email with a link to a perform a one-way video interview. 
• Upon reviewing the video interview, we'll email you asking to setup an in-person interview. 
• After the interview we will email you asking for references. 
• We will call you letting you know our decision and discuss compensation. 
• At any point during this process if we feel you will not be a fit, we will let you know, we do not leave applications unanswered!

REQUIREMENTS

Qualifications:

• High school diploma or equivalent (Associate’s degree or IT training preferred).
• 1+ year of experience in a customer service or IT support role (or relevant training).
• Basic knowledge of Windows, macOS, Microsoft Office, and common IT systems.
• Strong troubleshooting skills and ability to follow technical instructions.
• Excellent communication skills, both verbal and written.
• Ability to multitask and work efficiently in a fast-paced environment.
• Experience with a ticketing system (e.g., Zendesk, ServiceNow, or similar) is a plus.

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