What are the responsibilities and job description for the IT Support Technician (Tier 1) position at MOEbiz?
About MOEbiz:
At MOEbiz, we pride ourselves on a long history of helping businesses operate efficiently and productively. While our technology evolves, our core philosophy remains the same: treat others the way we wish to be treated. We ensure offices have the right equipment and prompt service, delivering professionally and punctually with personalized service.
Position Summary:
As a Tier 1 IT Support Technician, you will be the first point of contact for employees or customers seeking technical assistance. You'll provide essential support for a variety of IT issues, such as software and hardware problems, network issues, and general system malfunctions. You will work under supervision and escalate more complex issues to Tier 2 or Tier 3 support teams. This role will be a mix of remote and onsite customer support.
Key Responsibilities:
Respond to inbound requests for technical support via phone, email or ticketing system.
Provide basic troubleshooting for hardware and software problems (e.g., computer issues, printing issues, password resets, VOIP systems, software installations).
Set up and configure new hardware or software, ensuring systems are running efficiently.
Log all incidents and service requests in the helpdesk ticketing system, tracking progress and ensuring timely resolution.
Diagnose and resolve issues related to operating systems, applications, and basic networking (Wi-Fi, VPN, etc.).
Escalate unresolved issues or complex problem to Tier 2 or higher technical teams.
Provide clear communication and updates to users regarding their support tickets.
Ensure that all users are satisfied with the resolution of their issues.
Follow up with end-users to ensure complete resolution of issues and to gather feedback.
Document solutions and best practices for future reference and to contribute to a knowledge base.
Skills & Qualifications:
Basic understanding of computer hardware, software, and network systems.
Basic knowledge of Windows Server OS and Active Directory.
Experience with troubleshooting common issues in operating systems (Windows, macOS, or Linux) and common software (Office 365, email clients, etc.)
Test deskside connections (RJ-45 Ethernet jacks, connectors between PCs and servers, etc.) are in proper working order.
Familiarity with basic networking concepts (IP addresses, DNS, VPN).
Good communication and customer service skills, with the ability to explain technical issues in an easy-to-understand manner.
Analytical and problem-solving abilities, with keen attention to detail.
Ability to conduct research into PC issues and products as needed.
Ability to work in a fast-paced environment and handle multiple issues at once.
Experience with Connect Wise ticketing system, Datto BCDR, Fortinet, Ubiquiti Unifi, Sentinel one, and VOIP platforms.
Certification in IT support (e.g., CompTIA A , ITIL Foundation, Microsoft Certified: Windows Client).
Previous experience in a technical support role.
Working Conditions/ Physical Demands:
Typically, a full-time role with varying shifts (may include evenings or weekends.)
Ability to work from both our Monroe office and our Ruston office.
Must be able to stand for a long period of time.
Able to climb and work from a ladder.
Ability to crawl/work under desks, etc.
Ability to lift 50lbs.
