Support Technician, Tier 1 NJ

Tech Keys Llc; Howell Township (NJ); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

401(k) with up to 4% company match

Medical plans (multiple)

Dental

Vision

Company-sponsored life insurance

Company-sponsored disability

Generous PTO

Job summary

Tech Keys LLC in Howell Township, NJ is seeking a Support Technician, Tier I to be the first point of contact for customers and employees seeking technical assistance. You will answer calls, emails, and chats, perform basic troubleshooting, and document resolutions to ensure timely issue resolution.

The role emphasizes strong communication, basic IT knowledge, and the ability to work efficiently in a fast-paced environment while following SLAs and internal procedures.

Qualifications

• High school diploma or equivalent; IT training preferred.
• 1+ year of experience in a customer service or IT support role (or relevant training).
• Basic knowledge of Windows, macOS, Microsoft Office, and common IT systems.
• Strong troubleshooting skills and ability to follow technical instructions.
• Excellent communication skills, both verbal and written.
• Ability to multitask and work efficiently in a fast-paced environment.
• Experience with a ticketing system (e.g., Zendesk, ServiceNow, or similar) is a plus.

Responsibilities

• Answer incoming support calls, emails, and chat requests to assist with IT issues.
• Provide first-level troubleshooting for common hardware, software, and network issues.
• Walk users through basic troubleshooting steps and document resolutions.
• Escalate complex issues to Tier II or other appropriate teams when necessary.
• Create and update support tickets in the helpdesk system, ensuring accurate documentation.
• Assist with password resets, account unlocks, and basic system access requests.
• Educate users on IT best practices to prevent recurring issues.
• Maintain a high level of professionalism and customer service in all interactions.
• Follow company policies, procedures, and service level agreements (SLAs).

Skills

Customer service

Communication

Multitasking

Troubleshooting

Education

High school diploma

IT training preferred

Tools

Zendesk

Remote desktop

Job description

Job Summary

The Support Technician, Tier I serves as the first point of contact for customers and employees seeking technical assistance. This role is responsible for answering support calls, responding to emails and chat inquiries, and troubleshooting basic IT issues. The ideal candidate has strong customer service skills, a basic understanding of IT systems, and the ability to resolve common technical problems efficiently.

Key Responsibilities

• Answer incoming support calls, emails, and chat requests to assist with IT issues.
• Provide first-level troubleshooting for common hardware, software, and network issues.
• Walk users through basic troubleshooting steps and document resolutions.
• Escalate complex issues to Tier II or other appropriate teams when necessary.
• Create and update support tickets in the helpdesk system, ensuring accurate documentation.
• Assist with password resets, account unlocks, and basic system access requests.
• Educate users on IT best practices to prevent recurring issues.
• Maintain a high level of professionalism and customer service in all interactions.
• Follow company policies, procedures, and service level agreements (SLAs).

Preferred Qualifications

• Previous experience in a call center, helpdesk, or IT support environment.
• Familiarity with remote desktop tools and basic networking concepts.
• Strong problem-solving skills and the ability to adapt to new technologies.
• Experience supporting mobile devices and cloud-based applications.

Qualifications

• High school diploma or equivalent (Associate’s degree or IT training preferred).
• 1+ year of experience in a customer service or IT support role (or relevant training).
• Basic knowledge of Windows, macOS, Microsoft Office, and common IT systems.
• Strong troubleshooting skills and ability to follow technical instructions.
• Excellent communication skills, both verbal and written.
• Ability to multitask and work efficiently in a fast-paced environment.
• Experience with a ticketing system (e.g., Zendesk, ServiceNow, or similar) is a plus.

Why Join Tech-Keys?

Be part of a company that values fun, collaboration, and innovation. Plan and participate in company events that shape our culture. Make a direct, measurable impact on employee engagement and the day-to-day employee experience. Grow your HR career, with opportunities to get involved in recruiting and other areas of the business as you develop.

Employee Benefits

• 401(k) with up to 4% company match
• $40,000.00 - $50,000.00 annual salary
• 5 medical plans to choose from (including no cost and low cost options)
• Dental
• Vision
• Company-sponsored life insurance
• Company-sponsored disability
• Generous PTO