IT Support Technician I

Service Experts; United States; On-site; USD 38,000 - 48,000; Full time

Job summary

Service Experts is seeking an entry-level IT Support Technician I to handle routine support tasks under supervision. You will log incidents, assist users using knowledge articles, perform password resets and MFA guidance, and route tickets to the correct queues while maintaining clear communication.

The role emphasizes learning, adherence to security steps, and participation in ongoing training to support enterprise IT services.

Qualifications

• Records incidents and requests with complete details for tracking.
• Uses knowledge articles to resolve common issues and perform walk-throughs.
• Performs password resets, MFA enrollment guidance, and basic navigation help.
• Routes tickets to correct queues with appropriate priority and CI.
• Confirms user contact details, impact and business criticality.
• Participates in ongoing training on tools, policies and new services.

Responsibilities

• Acts as first point of contact; records incidents and requests with complete details.
• Uses knowledge articles to resolve common issues and perform walk-throughs.
• Performs password resets, MFA enrollment guidance, and basic navigation help.
• Routes tickets to correct queues with appropriate priority and CI.
• Monitors queues, updates statuses and closes resolved tickets.
• Flags trending issues to supervisors for problem review.

Skills

Customer service

Incident management

Communication

Education

High School Diploma/GED

Job description

Welcome!

The IT Support Technician I is an entry-level position, typically requiring little to no prior knowledge or experience to assist with routine and standard projects and assignments within the Enterprise Support family. Works under close supervision.

• Serves as first point of contact; records incidents and requests with complete details.
• Uses knowledge articles to resolve common issues and perform walk-throughs.
• Performs password resets, MFA enrollment guidance, and basic navigation help.
• Routes tickets to correct queues with appropriate priority and CI.
• Confirms user contact details, impact, and business criticality.
• Provides courteous, clear communication and sets expectations.
• Follows security verification steps before account actions.
• Monitors queues, updates statuses, and closes resolved tickets.
• Flags trending issues to supervisors for problem review.
• Participates in ongoing training on tools, policies, and new services.

• Minimum Experience: 0 - 2 years
• Minimum Education: High School Diploma/GED

Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

The job description is not intended to be a complete list of all responsibilities, duties or skills required for the job and is subject to review and change at any time, with or without notice, in accordance with the needs of Service Experts.

Service Experts is committed to making our workplace accessible to individuals with disabilities and will provide reasonable accommodations, upon request, for individuals to participate in the application and hiring process. To request an accommodation, please email [e-mail]