Tier One IT Support Technician

Tier One IT Support Technician Network Wireless Solutions - 4.3 Greensboro, NC Job Details Full-time $50,000 - $53,000 a year 4 days ago Qualifications Jira ITIL Foundation Employee onboarding Computer science Network troubleshooting ITIL Certification Bachelor's degree in information technology Computer Science Associate's degree in computer science IT asset management Laptop (troubleshooting support) Equipment troubleshooting Windows Printer (troubleshooting support) Software installation Key Performance Indicators Associate's degree in information technology Zendesk Computer hardware Customer support ticket management macOS ServiceNow IP networking Productivity software Onboarding process management Equipment inventory management Associate's degree Bachelor's degree in computer science Escalation handling 2 years Communication skills Active Directory CompTIA A+ Entry level Mobile devices

Information Technology Full Job Description Location:

Greensboro, NC (Hybrid)

Department:

IT Reports To:

CIO and IT Manager NWS is seeking a detail-oriented and customer-focused Tier 1 IT Support Technician to join our IT team. This entry-level role is responsible for providing first-line technical support to end users, resolving basic IT issues, and managing IT assets across the organization. The ideal candidate will have strong communication skills, a proactive attitude, a willingness to learn, and a passion for technology and organization.

Key Responsibilities:

Respond to help desk tickets, emails, and calls to resolve hardware, software, and network issues. Troubleshoot and resolve issues related to desktops, laptops, RF scanners, tablets, printers, mobile devices, and basic network connectivity. Install, configure, and maintain company hardware and software systems across a diverse range of devices. Assist with user account setup, password resets, and access permissions. Document support interactions and resolutions in the ticketing system. Escalate unresolved issues to Tier 2 or Tier 3 support as needed. Provide support for common applications such as Microsoft Office, email clients, and collaboration tools. Support onboarding and offboarding processes for employees. Maintain accurate records of IT assets including computers, peripherals, software licenses, and mobile devices. Set up and maintain audiovisual equipment for meetings and virtual presentations. Track asset lifecycle from procurement to retirement, ensuring compliance with company policies. Assist with inventory reconciliation and audits of IT equipment. Coordinate with vendors and internal teams for asset repairs, replacements, and upgrades.

Qualifications:

Bachelor's or Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience). 2+ years of experience in IT support or customer service. Basic understanding of Windows and Mac operating systems. Familiarity with Active Directory, Office 365, and remote support tools. Strong problem-solving and communication skills. Ability to work independently and manage multiple tasks.

Preferred Skills:

Comp

TIA A+, ITIL

Foundation, or similar certifications. Experience with ticketing systems like ServiceNow, Zendesk, or Jira. Knowledge of basic networking concepts (IP, DNS, DHCP). Experience with asset management tools or platforms. Key Performance Indicators (KPI):

Ticket Closure Rate Definition :

Percentage of Tier 1 tickets resolved and closed within the Service Level Agreement (SLA).

Target :

90-95% of Tier 1 tickets closed within 48 hours. First Contact Resolution (FCR)

Definition :

Percentage of incidents resolved during the initial interaction without requiring escalation.

Target :

60% (progressing toward 70% as the team matures).

Average Response Time Definition :

Average time taken to acknowledge and assign a ticket after submission.

Target :

30 minutes during business hours.

Escalation Rate Definition :

Percentage of tickets requiring escalation to Tier 2 or higher.

Target :

30% (with improvement expected as maturity increases). Customer Satisfaction (CSAT)

Definition :

Average satisfaction rating from end users on resolved tickets.

Target :

4/5. Documentation of Resolutions (Maturity-Building KPI)

Definition :

Percentage of resolved tickets where a clear and complete resolution note is recorded.

Target :

90%.

Asset Management KPIs Asset Accuracy Rate Definition :

Percentage of assets correctly recorded in the system compared to physical inventory.

Target :

95%.

Timeliness of Asset Updates Definition :

Percentage of updates to asset records completed within 24 hours of acquisition, assignment, or disposal.

Target :

90%.

Asset Assignment Accuracy Definition :

Percentage of assets correctly linked to users or departments.

Target :

95%.

Audit Compliance Definition :

Percentage of asset records that are verifiable and accurate during internal or external audits.

Target :

95%. Developmental KPIs for

Maturity Knowledge Article Creation Definition :

Number of new knowledge articles created based on resolved tickets.

Target :

At least 1-2 per technician per month, once repository is established.

Process Adherence Definition :

Percentage of tickets and asset changes following defined standard operating procedures.

Target :

90%.