IT Services Technician

We are seeking a motivated and detail-oriented IT Services Technician to join our dynamic IT team. This role provides first-line technical support to our Tutors Space, resolving basic IT issues, onboarding new employees, and escalating complex problems to specialist teams.

Responsibilities include:

• Providing first-line technical support via phone, email, or in-person for hardware, software, and network-related issues.
• Troubleshooting and resolving basic IT issues, including desktop, laptop, printer, and peripheral malfunctions.
• Assisting users with software installations, account setups, and password resets.
• Logging, tracking, and documenting all service requests in the ticketing system, ensuring timely resolution or escalation.
• Escalating unresolved issues to Level 2 or specialized teams with detailed documentation.
• Maintaining and updating IT knowledge base articles and self-service wikis for common issues.
• Performing routine maintenance tasks, such as software updates and system backups, as directed.
• Assisting with onboarding new employees, including setting up workstations and accounts.
• Adhering to company IT policies, procedures, and security protocols.

Basic qualifications include:

• High school diploma or equivalent; Associate’s degree in IT, Computer Science, or related field preferred.
• 0-2 years of experience in IT or a related field (entry-level candidates encouraged to apply).
• Basic understanding of Windows and macOS operating systems, Microsoft Office Suite, and common software applications.
• Familiarity with troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP).
• Strong communication and customer service skills to assist non-technical users effectively.
• Ability to prioritize tasks and manage time efficiently in a fast-paced environment.

Preferred skills and experience include:

• Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) or IT service management tools.
• Basic knowledge of Active Directory and user account management.
• Willingness to learn and adapt to new technologies and processes.

Compensation and benefits include:

• $90,000 - $110,000 + Equity (USD hourly).
• Comprehensive medical, vision, and dental coverage.
• Access to a 401(k) retirement plan.
• Short & long-term disability insurance.
• Life insurance.
• Various other discounts and perks.