IT Support Technician

True IT LLC; Santa Rosa (CA); On-site; USD 42,000 - 54,000; Full time

Job summary

True IT provides Managed Services and seeks an IT Support Technician I to join our team. This entry-level role delivers first-line technical support to clients, resolves common issues, and escalates more complex problems per procedures.

A client-focused, curious individual looking to grow in IT will fit. You will handle ticketing, assist with onboarding and offboarding, document steps, and work under supervision to develop technical capabilities and customer service skills in a fast-paced

Qualifications

• Entry-level IT support requires basic understanding of hardware, OS, and common business apps.
• Familiarity with Windows environments helps in diagnosing and resolving issues.
• Must communicate clearly and show willingness to learn and grow in IT.

Responsibilities

• Serve as the first point of contact for client support requests via ticketing system, phone, and email.
• Diagnose and resolve common Tier 1 issues related to Windows and macOS workstations, Microsoft 365, and user accounts.
• Document all work, troubleshooting steps, and resolutions in the ticketing system.
• Escalate issues to Tier 2 or senior technicians when problems exceed Tier 1 scope.
• Follow SLAs, internal processes, and security best practices.
• Assist with onboarding and offboarding tasks, including user setup and hardware prep.
• Support basic endpoint security tasks under supervision.

Skills

Basic IT knowledge

Windows familiarity

Strong communication

Willingness to learn

Job description

True IT is seeking an IT Support Technician I to join our Managed Services team. This entry-level role is responsible for providing first-line technical support to our clients, resolving common IT issues, and escalating more complex problems in accordance with established procedures. The ideal candidate is customer-focused, technically curious, and eager to develop a career in managed IT services. This is an excellent opportunity for someone looking to get into the IT field with limited experience.

Key Responsibilities

• Serve as the first point of contact for client support requests via ticketing system, phone, and email
• Diagnose and resolve common Tier 1 issues related to:
• Windows and macOS workstations
• Microsoft 365
• User account management and password resets
• Accurately document all work performed, troubleshooting steps, and resolutions within the ticketing system
• Escalate issues to Tier 2 or senior technicians when problems exceed defined Tier 1 scope
• Follow established SLAs, internal processes, and security best practices
• Assist with onboarding and offboarding tasks, including user setup and hardware preparation
• Support basic endpoint security tasks under supervision
• Maintain a professional, courteous, and service-oriented demeanor when interacting with clients
• Participate in training, shadowing, and skill development activities to progress technical capabilities

Required Qualifications

• Basic understanding of computer hardware, operating systems, and common business applications
• Familiar with Windows environments
• Strong communication skills, both written and verbal
• A strong want to learn and grow in the IT field