IT Support Tier I

Big Brand Tire & Service; United States; On-site; USD 42,000 - 60,000; Full time

Benefits offered by this job

Paid vacation

Medical insurance

Dental insurance

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 technical assistance across all locations. The role focuses on resolving routine hardware, software, and network issues, onboarding/offboarding, and maintaining IT documentation and inventory.

You will handle end-user support, device management, and administrative tasks while delivering excellent customer service and pursuing growth within IT operations.

Qualifications

• Associate degree or equivalent IT experience.
• 1–2 years in IT helpdesk or desktop support preferred.
• Familiarity with Microsoft 365, Active Directory, and common SaaS tools.
• Strong Windows and macOS knowledge; basic networking.

Responsibilities

• Serve as the first point of contact for IT support via phone, email, or ticketing system.
• Provide troubleshooting for desktops, laptops, peripherals, and mobile devices.
• Support end users on Windows and macOS systems, Microsoft 365, Google Workspace, and standard business apps.
• Reset passwords, configure MFA, and manage basic account access in AD.
• Assist users with network connectivity issues, VPN access, and printer setup.

Skills

Customer service

Windows 10/11

macOS

Active Directory

Microsoft 365

VPN

Printer setup

Ticketing system

Education

Associate degree

Tools

Microsoft 365 admin

Active Directory

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.