Service Technician Tier I, Permanent, Onsite, Greensboro, NC

General Summary:

As the first point of contact, the Service Technician plays a vital role in delivering exceptional customer service and technical support. This position is responsible for handling first-level service requests received via our phone and ticketing system. You'll serve as the voice and personality of our support team, providing friendly, professional, and timely assistance to clients. Support requests will span a wide range of end-user technologies, including (but not limited to) workstations, printers, email systems, and vendor-specific hardware and software. This is an in-office role.

Essential Duties and Responsibilities:

Consistently meets performance goals in areas such as efficiency, quality, professional development, and customer satisfaction. Resolve assigned service tickets promptly and effectively. Troubleshoots end-user issues related to PCs, applications, printers, scanners, and other peripherals. Escalates tickets to higher-level support when issues exceed Tier 1 scope or reach designated escalation timeframes. Maintains clear and courteous communication with clients, providing updates on ticket status, upcoming changes, and planned outages. Documents internal processes and procedures as part of knowledge-sharing and continuous improvement efforts. Accurately logs time and expenses in the ticketing system, following established procedures. Participates in the on-call rotation as outlined in company policy. Performs additional duties as assigned. Knowledge, Skills, and/or

Abilities Required:

To perform this role successfully, an individual must be able to meet each essential duty with competence. The requirements below represent the necessary knowledge, skills, and abilities. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. Foundational understanding of operating systems, business applications, printing systems, and basic networking concepts. Strong interpersonal skills, including clear verbal communication, active listening, and a customer-service mindset. Ability to diagnose and troubleshoot common technical issues. Capable of managing multiple tasks and adapting to a fast-paced, changing environment. Accurate and efficient typing skills for documenting service requests and updates. Self-motivated, dependable, and able to work effectively with minimal supervision.

Credentials and Experience:

High school diploma or GED (Required) Degree (or pursuing) in Information Technology or Computer Science Certifications (or pursuing); One of more CompTIA certifications and\or

Microsoft Certifications Pay:

$40,000.00 - $50,000.00 per year

Benefits:

401(k)

Work Location:

In person