IT Technician Level 1

Highpoint Digital - Sparta, NJ

Full-time - Entry Level

Sparta, NJ

Professional, Scientific, and Technical Services

About the position

The IT Technician Level 1 position at HighPoint is primarily responsible for providing technical support to internal users and systems. This entry-level role involves acting as the first point of contact for technical issues, diagnosing and resolving incidents, and ensuring user satisfaction through effective communication and problem-solving skills. Additionally, the technician may engage in customer-facing support within the Network Operations Center (NOC) as needed.

Responsibilities

• Act as first-level technical support for all inbound calls and tickets
• Review, assess and complete IT support requests and escalate to Tier 2 support if needed
• Diagnose and resolve incident tickets
• Answer inbound calls and resolve incidents for all requests
• Track and manage tickets
• Create and update trouble tickets as required by standard procedures
• Assist with escalations as requested by Engineers or Management
• Provide timely and effective technical support to meet user's expectations via telephone or in-person
• Ability to troubleshoot and resolve system and network issues i.e. connectivity, applications, Internet, WAN
• Additional tasks as directed by management

Requirements

• CompTIA A+ preferred
• Troubleshooting desktop, server, and network issues
• Knowledge of Microsoft Office Suite
• Administration of Active Directory
• Excellent written and verbal communication skills with focus on customer satisfaction
• Customer service skills
• Proactive approach and good troubleshooting techniques
• Strong problem-solving skills with an emphasis on quick problem resolution
• Be very attentive and detail-oriented
• Ability to focus on multiple tasks simultaneously