IT Technician I

IT Technician I EMA Engineering & Consulting Inc Tyler, TX Job Details 1 day ago Qualifications Employee onboarding ConnectWise Knowledge management Bachelor's degree in information technology Computer Science Phone communication Laptop (troubleshooting support) Equipment troubleshooting Windows Printer (troubleshooting support) Software installation System maintenance DHCP Bachelor's degree Zendesk Computer hardware Remote access software Customer support ticket management Computer networking

DNS IT 1

year Bachelor's degree in computer science Escalation handling Communication skills Entry level Information Technology Full Job Description IT Technician I Reports to:

Corporate Director of IT Job Summary:

The IT Technician 1 is responsible for providing first-line technical support to internal staff across all company locations. This role is essential in ensuring that day-to-day IT issues are resolved quickly and effectively, maintaining a productive work environment. The ideal candidate is customer-focused, responsive, and eager to grow their technical skills.

Responsibilities:

Job responsibilities include: Serve as the first point of contact for end users seeking technical assistance via phone, email, or the company's ticketing system. Diagnose and troubleshoot basic hardware and software issues, including desktop/laptop support, printing problems, and connectivity issues. Set up new employee workstations, including imaging, configuring user profiles, and installing required software. Assist with onboarding and offboarding tasks such as account creation, access rights, and device provisioning. Escalate unresolved issues to Tier 2 technicians or other specialized IT staff, following established escalation procedures. Document issues, solutions, and standard procedures in the IT knowledge base to support long-term efficiency. Maintain accurate tracking of support requests and ensure timely resolution or escalation. Perform routine maintenance tasks such as software updates and password resets.

Experience:

1-2 years of experience in a help desk or IT support role.

Education/Requirements:

Bachelor's degree in information technology, Computer Science, or a related field. Solid understanding of Windows desktop operating systems and Microsoft 365 applications. Familiarity with basic networking concepts (IP addressing, DHCP, DNS.) Strong communication and interpersonal skills; able to interact professionally with users at all technical levels. Experience with remote desktop tools and ticketing platforms (e.g., NinjaOne, ConnectWise, Zendesk) is a plus. Self-motivated and able to manage multiple priorities under general supervision.

Key Performance Indicators:

Ability to handle firm's growth. Work with confidential/private information. High personal integrity. Great work ethic and attitude. Strives for work excellence. Foster Teamwork. Develops and values strong working relationships. Dependable and reliable. Has a strong sense of urgency; highly motivated.