Tier 1 IT Support Technician

Troon; Reston (VA); On-site; USD 31,000 - 36,000; Full time

Job summary

Troon’s Corporate office in Scottsdale, AZ is seeking a System Technician I to be the first line of IT support for hardware, software, and network issues. The role involves handling tickets, documenting problems, and escalating when needed in a fast-paced office environment.

Candidates should have an associate degree or 1 year of related experience, with ITIL v4 and A+/Network+ certifications helpful. The position is in-office and offers hands-on growth across POS, VOIP, printers, and Windows

Qualifications

• Excellent written and verbal communication skills.
• Attention to detail.
• Critical thinking skills.
• Working knowledge of fundamental operations of relevant software, hardware, and other equipment.
• Ability to efficiently use ticketing systems to document and track all support calls.
• Familiarity with Microsoft Operating Systems and Office Suites.
• Flexibility with schedule; shift work.
• Performs other duties as required

Responsibilities

• Monitor and execute incidents/service requests through the in-house ticketing system.
• Respond to requests for technical assistance through phone queues and log case details accordingly in the ticketing system.
• Diagnose and document technical issues with all software and hardware, including workstations and peripherals, USB/Network printers, POS systems, VOIP phones, and mobile devices.
• Maintain and mediate networking-related issues affecting firewalls, switches, access points, and other devices across all supported sites.
• Engage third-party vendors when necessary to resolve outages outside our in-scope services.
• Advise users on IT-defined best practices and communicate company policies.
• Track inventory and ship IT equipment.
• Facilitate user onboarding through AD, M365, as well as any other continued support per SOPs

Skills

communication skills

attention to detail

critical thinking

Education

Associate degree in computer science or 1-year related experience

Tools

ITIL v4

A+

Network+

Security+

Cisco Certified Network Associate

MCDST

Job description

Troon’s Corporate office in Scottsdale, AZ is seeking a System Technician I to be the first line of IT support for hardware, software, and network issues. The role involves handling tickets, documenting problems, and escalating when needed in a fast-paced office environment.

Candidates should have an associate degree or 1 year of related experience, with ITIL v4 and A+/Network+ certifications helpful. The position is in-office and offers hands-on growth across POS, VOIP, printers, and Windows