Customer IT Support

Planet Pharma Group; Reno (NV); On-site; USD 34,000 - 41,000; Full time

Job summary

Planet Pharma is seeking an on-site Level 1 IT support technician to assist users with Windows and Outlook issues, set up laptops for new hires, and ensure smooth initial logins. The role covers hardware and peripheral support, printer setups, and basic network connectivity tasks.

You will monitor queues, log issues, and escalate to Level 3 when necessary, while contributing to continuous IT process improvements and user experience enhancements.

Qualifications

• Providing basic, on-site Level 1 IT support to users.
• Troubleshoot common Outlook and Windows issues.
• Assist with setup of laptops for new hires and initial login.

Responsibilities

• Support end users with hardware and software issues and peripherals.
• Log service desk tickets and hand off complex problems to Level 3 as needed.
• Maintain logs including VPN/ wireless connections and assist in root-cause analysis.

Skills

Customer service

Troubleshooting

On-site support

Communication

Tools

Windows OS

Mac OS

Outlook

Printers

Job description

The role will provide basic, on-site Level 1 IT support. This includes helping users troubleshoot common Outlook and Windows issues, assisting with general computer problems, setting up laptops for new hires, and helping them log in for the first time.

Provides quality customer support to end users. Provides technical support for personal computers and peripherals. Installs, troubleshoots, services, and repairs personal computers including software, hardware and peripheral devices such as printers, monitors, etc. Connects personal computers and to existing data networks. Monitors assigned queues and responds to service desk tickets, and enters relevant fix information to be used for root cause analysis; appropriately hands off tickets to Level 3 (applications or infrastructure experts) as required. Maintains trouble logs, including wireless, VPN, and Hotspot connections. Instructs users in the basic usage of personal computers. Investigates information, network, and communications needs of users and makes recommendations regarding software and hardware purchases. Makes recommendations for the continuous improvement of IT processes and systems for the betterment of the user experience / elimination of core issues. Performs voice over internet protocol, and network software configuration, desktop engineering including, Windows OS, Mac OS, etc.

Pay ranges between 25-30/hr based on experience