Tier 1 IT Support Technician

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 :

Preferred Skills :

Key Performance Indicators (KPI) :

First Contact Resolution (FCR)

Average Response Time

Escalation Rate

Customer Satisfaction (CSAT)

Documentation of Resolutions (Maturity-Building KPI)

Asset Management KPIs

Timeliness of Asset Updates

Asset Assignment Accuracy

Audit Compliance

Developmental KPIs for Maturity

Process Adherence