Support Technician, Tier 1 NJ

Socket.dev; Howell Township (NJ); On-site; USD 40,000 - 50,000; Full time

Benefits offered by this job

401(k) with company match

Health, dental, vision plans

Generous PTO

Job summary

Tech-Keys in Howell Township, NJ seeks a Support Technician, Tier I to be the first point of contact for customers and employees needing technical help. You will answer calls, emails and chats, perform basic troubleshooting and document resolutions.

Ideal candidates have a customer-service mindset, basic IT knowledge and the ability to resolve common issues efficiently. Salary ranges are provided with a focus on professional growth within a collaborative environment.

Qualifications

• Experience in a call center, helpdesk, or IT support environment.
• Basic knowledge of Windows, macOS, Office and IT systems.
• Familiarity with remote desktop tools and basic networking concepts.

Responsibilities

• Answer incoming support calls, emails, and chat requests for IT issues.
• Provide first-level troubleshooting for common hardware, software, and network issues.
• Document resolutions and walk users through basic steps.
• Escalate complex issues to Tier II when needed.
• Create and update support tickets in the helpdesk system.
• Assist with password resets and basic system access requests.
• Educate users on IT best practices and follow SLAs.

Skills

Customer service

Troubleshooting

Communication skills

Multitasking

Education

High school diploma

IT training or Associate's degree

Tools

Zendesk

Windows

macOS

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.

Requirements

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.

Compensation & Benefits

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