Job Description
Tier One IT Systems Engineer About AOP AOP, is Southwest Louisiana's only complete internet service provider, network management, data storage, printer and copier services, and document solution center. Providing a large selection of internet services, office products, network services, and document storage solutions, AOP serves a variety of customers and industries throughout the region. www.
AOPINC.com Description Here's a job description for Gusto. I tuned it to match what the interview is probing for — Tier 1-2 scope, hands-on hardware, customer-first attitude, and openness to learning (including AI tools).
Job Title:
Tier 1-2 IT Support Technician Location:
Lake Charles, LA area (on-site) Employment Type:
Full-time Reports to: IT Lead About AOP Inc. AOP Inc. is a Louisiana-based company looking to add a dependable, customer-focused IT technician to our team. You'll be the first point of contact when something breaks, the person who makes technology feel less frustrating for our staff, and a hands-on contributor to keeping our systems running. What You'll Do As our Tier 1-2 IT Support Technician, you'll handle a mix of help desk work, hands-on hardware support, and day-to-day end-user troubleshooting. A typical week includes:
Responding to support tickets, phone calls, and walk-ups from end users with patience and professionalism Diagnosing and resolving hardware, software, and connectivity issues on desktops, laptops, printers, and peripherals Setting up, imaging, and deploying new workstations and laptops for incoming staff Performing hardware upgrades and repairs (RAM, SSDs, components, cabling) Creating and managing user accounts, permissions, and access in our systems Documenting issues, resolutions, and procedures in our ticketing and knowledge base Escalating complex issues to senior staff with clear handoff notes Following up with users to confirm issues are fully resolved Supporting basic network troubleshooting (Wi-Fi, switches, DNS, IP issues) Assisting with routine maintenance, patching, and inventory tracking What We're Looking For Required:
1+ years of hands-on IT support, help desk, or technical role (formal or informal) Solid working knowledge of Windows, common office software, and basic networking Comfortable opening up a desktop or laptop and replacing components Strong customer service mindset — you stay calm when users are frustrated and explain technical things in plain language Methodical troubleshooting approach: gather information, isolate the problem, test, document Reliable, punctual, and able to manage a queue of competing priorities Willingness to learn — including using AI tools (ChatGPT, Claude, Copilot) responsibly to work smarter Preferred (not required): CompTIA A+, Network+, or similar certification, or actively working toward one Experience with Active Directory, Microsoft 365, or Google Workspace administration Experience supporting servers, RAID, or basic virtualization Background working with ticketing systems (Zendesk, Freshdesk, ServiceNow, or similar) Cable termination experience (CAT5e/CAT6) What Makes Someone Great in This Role You'd rather find the root cause than apply the same fix five times You're honest when you don't know something — and then you go figure it out You document things so the next person (or future you) isn't starting from scratch You treat every user interaction like it matters, because it does
