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IT Support Technician

IT Support Technician

Lewis BakeriesFort Wayne, IN, US
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Tier 1 It Support Technician

Position Summary

We are seeking a motivated and user-focused Tier 1 IT Support Technician to join our IT team. This entry-level position is ideal for someone with a passion for technology and problem-solving. The Tier 1 Technician will serve as the first line of support for end users, handling technical issues related to desktops, laptops, tablets, printers, Windows operating systems, Microsoft 365 applications, and various business-specific software. Support will be provided primarily over the phone, through remote tools, and occasionally in person.

Key Responsibilities

  • Provide first-level technical support for hardware, software, and connectivity issues.
  • Troubleshoot and resolve issues with desktops, laptops, tablets, printers, and phones.
  • Assist users with Microsoft 365 applications including Outlook, Teams, Word, Excel, and SharePoint.
  • Support Windows 10 / 11 operating systems : login issues, updates, performance, and user configurations.
  • Address basic network connectivity problems (Wi-Fi, VPN, etc.).
  • Log and track all support requests in the IT ticketing system.
  • Follow documented procedures for issue resolution and escalation.
  • Maintain clear and professional communication with users during issue resolution.
  • Escalate unresolved or complex issues to other members in IT.

Qualifications

Required :

  • High school diploma or equivalent.
  • Strong communication skills and a customer service mindset.
  • Basic technical knowledge of computer hardware, Windows OS, and Microsoft Office / 365.

    • Preferred :

  • 6 months to 1 year of experience in a help desk or desktop support role.
  • Industry certifications such as CompTIA A+, Network+, or similar.
  • Coursework or a degree in Information Technology, Computer Science, or a related field.
  • Familiarity with IT support tools, business application environments, and common troubleshooting workflows across hardware, software, and network-related issues.

    • Work Environment & Schedule

  • Standard office environment with occasional need to travel between departments or locations (6-hour maximum distance).
  • Position may require occasional lifting of equipment (up to 50 lbs).
  • Typical business hours with flexibility based on support needs.
  • On-call availability required as part of a rotating schedule, including evenings and weekends as needed.
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    It Support Technician • Fort Wayne, IN, US