Technical Support - Tier 1

Talantir; Las Vegas (NV); Presencial; USD 40.000 - 50.000; Jornada completa

Descripción de la vacante

Talantir in Las Vegas is seeking a Jr. IT Services and Support Technician to provide first-line technical help to end users. This entry-level role focuses on customer-friendly support while following IT standards and documenting work in the ticketing system.

Responsibilities include basic hardware troubleshooting, software installs under guidance, user account support, and routine maintenance. Growth into more advanced IT tasks is encouraged.

Formación

• 0–2 years of IT support or related experience.
• Basic understanding of Windows or macOS.
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, Office apps).
• Ability to troubleshoot common technical issues with guidance.
• Strong communication and customer service skills.

Responsabilidades

• Respond to Tier 1 support requests via ticketing system, phone, chat, or in person.
• Troubleshoot basic hardware issues (desktops, laptops, printers, peripherals).
• Assist with software installations, updates, and configurations under senior guidance.
• Support user account management (password resets, access requests, MFA support).
• Perform routine maintenance such as device imaging, driver updates, and diagnostics.

Conocimientos

Customer service

Communication

Troubleshooting

Team collaboration

Herramientas

Windows

macOS

Microsoft 365

ServiceNow

Freshservice

Jira

Intune

JAMF

Descripción del empleo

Position Overview

The Jr. IT Services and Support Technician provides first-level technical support to end users, assisting with troubleshooting, system access, hardware setup, and day-to-day IT operations. This is an entry-level role ideal for someone starting their IT career and looking to grow into more advanced technical responsibilities.This role focuses on delivering an excellent customer experience while following established IT standards, processes, and documentation.

Key Responsibilities

Technical Support

• Respond to Tier 1 support requests via ticketing system, phone, chat, or in person
• Troubleshoot basic hardware issues (desktops, laptops, printers, peripherals)
• Assist with software installations, updates, and configurations under senior guidance
• Support user account management (password resets, access requests, MFA support)
• Perform routine maintenance such as device imaging, driver updates, and diagnostics

Customer Service

• Provide friendly, professional support to users with varying technical backgrounds
• Clearly communicate issue status, timelines, and next steps
• Follow up to ensure issues are resolved to the user’s satisfaction

Systems & Process Support

• Accurately document work in the IT ticketing system
• Assist with IT inventory management (laptops, accessories, loaner equipment)
• Support onboarding and offboarding, including device prep and user setup
• Help maintain IT documentation and knowledge base articles

Team Collaboration

• Work closely with senior technicians and IT leadership to escalates complex issues
• Participate in IT projects such as equipment refreshes and system rolloutsContribute to a positive, collaborative team environment

Required Qualifications

• 0–2 years of IT support or technical experience (internships, help desk, or coursework accepted)
• Basic understanding of Windows or macOS
• Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, Office apps)
• Ability to troubleshoot common technical issues with guidance
• Strong communication and customer service skills

Preferred Qualifications

• CompTIA A+ or similar entry-level certification (or willingness to obtain within 6–12 months)
• Experience with IT ticketing systems (ServiceNow, Freshservice, Jira, etc.)
• Basic understanding of networking concepts (DNS, DHCP, Wi‑Fi, VPN)
• Experience imaging systems or using device management tools (Intune, JAMF)