Information Technology Support Technician

Key Responsibilities: Tier 1 Responsibilities: Serve as the first point of contact for customers seeking technical assistance via phone, email, or chat.Diagnose and troubleshoot basic hardware and software issues.Provide step-by-step guidance to customers in resolving common technical problems.Document customer interactions and solutions in the support ticketing system.Escalate complex issues to Tier 2 support when necessary.Tier 2 Responsibilities: Handle escalated support tickets from Tier 1, providing advanced troubleshooting and resolution.Analyze and resolve more complex technical issues, including system configurations and network connectivity.Collaborate with engineering and product teams to identify and resolve product-related issues.Create and maintain technical documentation and knowledge base articles.Conduct follow-ups with customers to ensure satisfaction and resolution. Qualifications: Proven experience in a technical support role (3+ years of experience).Strong understanding of computer systems, mobile devices, and software applications.Familiarity with operating systems (Windows, macOS, Linux) and networking concepts.Excellent verbal and written communication skills.Ability to work independently and as part of a team in a fast-paced environment.Customer service-oriented mindset with strong problem-solving abilities.Rotational on-call weekends.
Preferred Skills: Experience with ticketing systems (e.g., Zendesk, ServiceNow).Knowledge of cloud services and virtualization technologies.Relevant certifications (e.g., CompTIA A+, Network+, Microsoft certifications) are a plus.Experience with Jack Henry is a plus