Associate Tier I IT/Cyber Security Technician

Insight Technical Advisors - Raleigh, NC

Full-time - Entry Level

Raleigh, NC

About the position

The Associate Tier I IT/Cyber Security Technician role at Insight Technical Advisors is an entry-level position focused on providing exceptional customer service and technical support. This home-based position involves both help desk and field technician responsibilities, where the technician will be the first line of support for service requests, triaging tickets, and resolving client issues. The role emphasizes the importance of communication and technical skills to effectively assist clients and maintain high service standards.

Responsibilities

• Serve as the first line of support for inbound service requests.
• Triage all tickets to route them to the appropriate staff for resolution.
• Provide field client support, spending roughly 10% of time in the field.
• Communicate effectively with clients regarding technical inquiries.
• Isolate the nature of problems and resolve support issues using communication and diagnosis skills.
• Identify, troubleshoot, and resolve software, hardware, and network failures.
• Perform installation, configuration, upgrades, repair, and preventative maintenance of software, hardware, and systems.
• Document cases thoroughly to ensure continuity of information and adherence to customer service standards.
• Maintain awareness of current tools, methodologies, and technologies associated with IT support.

Requirements

• Basic understanding of IT-related concepts.
• Knowledge of network-related issues.
• Understanding of the Microsoft ecosystem (Office 365, various operating systems).
• Basic understanding of networking including firewalls and switches.
• Ability to work Monday through Friday from 8:00 to 5:00 EST.
• Reliable transportation.

Nice-to-haves

• MSP/IT Consulting experience.
• Apple/iOS skills.
• Knowledge of cyber security principles.