IT Support Tier I

Big-Brand-Tire-; United States; On-site; USD 41,000 - 65,000; Full time

Benefits offered by this job

Paid vacation and holidays

Medical, dental, vision insurance

401(k) with company match

Employee discounts

Job summary

Big Brand Tire & Service is seeking an IT Support Tier I Technician to provide first-line IT support across all locations, handling hardware, software, and network issues, and assisting with onboarding. The role emphasizes customer service and growth within IT operations.

The position requires an Associate degree or equivalent IT experience, 1–2 years in IT helpdesk, and familiarity with Microsoft 365, Active Directory, and common SaaS tools. On-site role with competitive benefits.

Qualifications

• Associate degree or equivalent IT experience required.
• 1–2 years in IT helpdesk or desktop support preferred.
• Familiarity with Microsoft 365 and Active Directory.
• Strong communication and customer service skills.
• Ability to document requests clearly.

Responsibilities

• Provide first-line IT support via phone, email, or ticketing system.
• Troubleshoot desktops, laptops, peripherals, and mobile devices.
• Support Windows and macOS, Microsoft 365, and Google Workspace.
• Reset passwords, MFA, and manage basic access in AD.
• Escalate unresolved issues per procedures.

Skills

Customer service

Effective communication

Strong organizational skills

Eagerness to learn

Troubleshooting

Team collaboration

Education

Associate degree or equivalent IT

Tools

Microsoft 365 Admin

Active Directory

SaaS tools

Windows/macOS support

Job description

IT Support Tier I

The IT Support Level I Technician is responsible for providing first-line technical support to end users across all company locations. This role focuses on resolving routine hardware, software, and network issues, assisting with user onboarding/offboarding, and maintaining accurate IT documentation and inventory. The ideal candidate delivers excellent customer service, communicates effectively, and is eager to grow within IT operations.

Key Responsibilities

End-User Support

• Serve as the first point of contact for IT support via phone, email, or ticketing system.
• Provide timely troubleshooting for desktops, laptops, peripherals, and mobile devices.
• Support end users on Windows and macOS systems, Microsoft 365, Google Workspace, and standard business applications.
• Reset passwords, configure MFA, and manage basic account access in Active Directory and related systems.
• Assist users with network connectivity issues, VPN access, and printer setup.
• Document all requests and resolutions accurately in the IT ticketing system.
• Escalate unresolved issues to Tier II or Tier III support following defined procedures.

Device & Software Management

• Configure and deploy computers and devices in accordance with company standards.
• Install, update, and troubleshoot approved software applications.
• Perform basic maintenance and support for printers, scanners, and VoIP phones.
• Maintain accurate asset records for IT hardware assignments and equipment lifecycle tracking.

Operational & Administrative

• Support employee onboarding/offboarding by preparing, configuring, and retrieving IT equipment.
• Assist in tracking IT inventory, licenses, and warranty renewals.
• Ensure compliance with IT security best practices, including password policies, MFA enrollment, and endpoint protection.
• Contribute to the IT knowledge base with user guides and troubleshooting articles.
• Provide excellent customer service and maintain a professional, helpful attitude in all interactions.

Skills & Qualifications

• Associate degree or equivalent experience in Information Technology, Computer Science, or related field.
• 1–2 years of experience in IT helpdesk or desktop support environment preferred.
• Familiarity with Microsoft 365 administration, Active Directory, and common SaaS tools.
• Strong understanding of Windows 10/11, macOS, and basic networking concepts (TCP/IP, VPN, Wi‑Fi).
• Experience with hardware setup, printer configuration, and endpoint troubleshooting.
• Ability to use and manage IT ticketing systems effectively.
• Excellent communication and customer service skills.
• Strong organizational and time management abilities.
• Eagerness to learn and grow within the IT team.

Benefits

• Paid vacation and holidays
• Medical, dental, vision, life, and supplemental insurances
• 401(k) with company match
• Employee discounts

Big Brand Tire & Service is an Equal Opportunity Employer. We celebrate diversity and are committed to a respectful, inclusive workplace.