IT SUPPORT TECHNICIAN I

Big Sandy Superstore; Ashland (KY); On-site; USD 25,000 - 39,000; Full time

Benefits offered by this job

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

401K Plan

Employee Discount

Job summary

Big Sandy Superstore in Ashland, KY is seeking an IT Support Technician I to be the first point of contact for technology support. The role focuses on ticket-driven service, accurate documentation, and routing issues to Tier 2 or the systems team.

You will support Google Workspace accounts, image and hand off devices, and provide on-site store assistance as needed. This entry-level position emphasizes security hygiene and detailed ticketing.

Qualifications

• Minimum education: High School Diploma or GED.
• CompTIA A+ or Google Workspace / IT support certification.
• 0 to 1 year in a help desk or technical support role.
• Clear, patient communication with non-technical users.
• Dependable, organized and capable of accurate documentation.

Responsibilities

• Provide user and account support for Google Workspace and access requests.
• Set up, image and hand off workstations and mobile devices.
• Provide hands-on support at the office and at store locations as needed.
• Document ticket notes and contribute to the knowledge base.
• Follow security hygiene, verify identity and enforce MFA.

Skills

Clear communication

Patient demeanor

Documentation

Team collaboration

Education

High School Diploma or GED

IT coursework / related credential

Tools

CompTIA A+

Google Workspace IT support cert

Job description

We have a great benefits package consisting of:

• Health Insurance - Affordable health insurance with the 2 plan options: PPO 2000 or HSA 3000
• Dental Insurance - Affordable dental insurance with NO waiting period.
• Vision Insurance - Quality vision coverage for very little cost.
• Life Insurance - $10,000 Life Insurance Policy paid in full by the company.
• 401K Plan - All administrative fees are paid by the company.
• Employee Discount - Generous employee discount on ALL merchandise.

IT SUPPORT TECHNICIAN I

PURPOSE AND MISSION

The IT Support Technician I is the first point of contact for technology support across Big Sandy. The Technician answers incoming calls and tickets, resolves common issues at first contact, and clearly documents and routes what needs deeper support to Tier 2 or the systems team. This is an entry-level, ticket-driven role and the foundation of the service desk. Success is measured by responsive first contact, clean ticket documentation, and issues that reach the right person quickly.

PROVIDE USER & ACCOUNT SUPPORT

• Support Google Workspace accounts, passwords, MFA and passkey enrollment, and routine access requests.
• Set up, image, and hand off workstations, peripherals, and mobile devices to the standard secure baseline.

ON-SITE & STORE SUPPORT

• Provide hands-on support at a Big Sandy office and, when needed, on-site at store locations.
• Assist Tier 2 and field staff on rollouts and installs as directed.

DOCUMENTATION & KNOWLEDGE BASE

• Keep ticket notes, asset records, and how-to documentation accurate and current, while Contributing common fixes to the team for knowledge base speed to future resolution.

SECURITY HYGIENE

• Follow security procedures on every ticket: verify identity before account changes, enforce MFA and never expose credentials or customer data, as you ensure escalation of any suspicious phishing or security events as they occur.

QUALIFICATIONS

Minimum education requirements would be a High School Diploma or GED equivilent. Preferred Information technology or a related field or equivalent interest and aptitude, as a formal degree is not required.

• CompTIA A+ or a Google Workspace / IT support certification.
• Coursework toward an IT-related credential.
• 0 to 1 years in a help desk, customer support, or technical support setting, with strong aptitude & a willingness to learn.
• Clear, patient communication with non-technical users, in person and on the phone.
• Dependable, organized and comfortable documenting work accurate.

LOCATION

This job is an "in-house" office position at our Resource Center in Downtown Ashland, KY.