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Support Technician I - Wichita, KS (Hybrid)

Support Technician I - Wichita, KS (Hybrid)

ZipRecruiterWichita, KS, United States
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Job DescriptionJob Description Support Technician I

Are you “good with computers”? You know—the kind of person everyone in your family calls when the internet doesn’t work? We’re looking for a Support Technician I to join our team and help us do what we do best : bring the human touch to technology.

By nature, technology is cold, complex, and industrial. Our customer-focused Support team remains steady under pressure, working hand-in-hand alongside our clients to deliver a confident, personal, and best-in-class experience.

As a Support Technician I, you’ll be one of the first contacts our clients make when they have an issue by answering incoming calls, troubleshooting hardware and software problems, providing information, and answering questions. Likewise, you’ll be responsible for configuring and supporting Local Area Networks (LANs) and Wie Area Networks (WANs), networking, and software applications.

More details are below, but if this role sounds like a good fit for your skills, we encourage you to apply!

About Us

At High Touch Technologies, we believe technology is more than a tool—it’s a catalyst for success . For over 40 years, we’ve helped businesses leverage technology as a competitive advantage through point-of-sale software, managed IT services, advanced cybersecurity solutions, and full-service website development.

What really sets us apart is our people. As a 100% employee-owned company, our vision is simple : we bring the human touch to technology. It drives everything we do, from supporting our clients’ success to creating careers that matter and helping strengthen the communities we’re proud to call home.

We’re not just here to fix computers. We’re here to build relationships, spark ideas, and make technology work in ways that simplify business and empower people. If you’re someone who loves solving problems, collaborating with a team, and making a real difference, you’ll fit right in here.

Benefits

  • Health, dental, and vision insurance
  • Company-paid holidays
  • Paid time off starts accruing on your first day
  • Employee stock ownership program

Visit hightouchtechnologies.com / careers for a full list of benefits.

General Summary :

The Support Technician I provides tier 1 support for clients across a wide range of hardware, software, and network issues. This role is responsible for responding to inbound service requests, documenting issues and resolutions, and maintaining a high level of customer service and professionalism. The technician collaborates with internal teams, follows documented procedures, and ensures issues are resolved efficiently and within established service level agreements (SLAs).

Essential Duties and Responsibilities :

Client Support & Communication

  • Provide tier 1 technical support by answering inbound help desk calls and responding to emails from clients.
  • Use remote access tools to assist clients in resolving hardware, software, and network issues.
  • Maintain a courteous and professional tone with clients, using non-technical as needed.

    • Ticketing & Documentation

  • Promptly and accurately enter service tickets into the call tracking system.
  • Update tickets throughout the resolution process and follow up on any outstanding issues.
  • Contribute to internal knowledge base by documenting solutions and procedures.

    • Technical Troubleshooting & Monitoring

  • Configure and support local and wide area networks (LANs / WANs), VPNs, and network devices as appropriate to the technician level.
  • Assist with backup and endpoint monitoring and escalate issues when necessary.
  • Perform basic setup and configuration tasks for client environments and internal projects.

    • Collaboration & Development

  • Work collaboratively within the department, escalating when needed and assisting team members when possible.
  • Participate in software training or assigned special projects when not actively on calls.
  • Demonstrate a positive attitude toward the company and team goals.

    • Schedule & Availability

  • Be punctual and willing to adjust schedule when business needs require, including early or late hours.
  • Participate in after-hours or weekend support rotation as assigned.
  • Perform other duties as assigned to support departmental goals and company objectives.

    • Required Skills & Qualifications :

  • Technical training or equivalent experience in Information Technology, Computer Science, or a related field.
  • One to three years of similar technical support experience or related professional experience.
  • Must be able to install, troubleshoot, and support personal computers and be familiar with processing concepts and terminology.
  • Ability to solve problems using logic, deductive reasoning, and isolation techniques.
  • Excellent communication skills with a focus on providing professional and clear support to clients.
  • Strong organizational skills with the ability to multitask and prioritize in a high-volume environment.
  • Customer-focused mindset with the ability to convey technical information to non-technical users.

    • Qualifications & Certifications :

  • Familiarity with LANs, WANs, VPNs, and telecommunication systems.
  • Experience with remote monitoring and management (RMM) tools and ticketing systems.
  • Basic knowledge of network performance tuning and preventative maintenance techniques.
  • Exposure to Microsoft, Linux, or macOS environments.
  • A+ or similar IT certification is a plus.

    • Work Environment and Physical Requirements :

    This position operates in an office and / or remote environment using standard office equipment such as computers, phones, and video conferencing tools. The role requires the ability to :

  • Communicate effectively with clients and team members in person, by phone, and online.
  • Remain in a stationary position for extended periods.
  • Occasionally move about inside the office or between workstations.
  • Use hands and fingers to operate computers and standard office equipment.
  • Occasionally lift and carry up to 15 pounds.

    • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

    HTI Personnel, Inc. is an Equal Employment Opportunity company. This job description provides you with details pertaining to the position but is not a complete statement of duties and responsibilities. Other duties can be assigned or required.

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    Technician • Wichita, KS, United States