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:

• Bachelor's or Associate degree in Information Technology, Computer Science, or a related field (or equivalent experience).
• 2+ years of experience in IT support or customer service.
• Basic understanding of Windows and Mac operating systems.
• Familiarity with Active Directory, Office 365, and remote support tools.
• Strong problem-solving and communication skills.
• Ability to work independently and manage multiple tasks.

Preferred Skills:

• CompTIA A+, ITIL Foundation, or similar certifications.
• Experience with ticketing systems like ServiceNow, Zendesk, or Jira.
• Knowledge of basic networking concepts (IP, DNS, DHCP).
• Experience with asset management tools or platforms.

Key Performance Indicators (KPI):

1. Ticket Closure Rate

• Definition: Percentage of Tier 1 tickets resolved and closed within the Service Level Agreement (SLA).
• Target: 90-95% of Tier 1 tickets closed within 48 hours.

First Contact Resolution (FCR)

• Definition: Percentage of incidents resolved during the initial interaction without requiring escalation.
• Target: ≥ 60% (progressing toward 70% as the team matures).

Average Response Time

• Definition: Average time taken to acknowledge and assign a ticket after submission.
• Target: ≤ 30 minutes during business hours.

Escalation Rate

• Definition: Percentage of tickets requiring escalation to Tier 2 or higher.
• Target: ≤ 30% (with improvement expected as maturity increases).

Customer Satisfaction (CSAT)

• Definition: Average satisfaction rating from end users on resolved tickets.
• Target: ≥ 4/5.

Documentation of Resolutions (Maturity-Building KPI)

• Definition: Percentage of resolved tickets where a clear and complete resolution note is recorded.
• Target: ≥ 90%.

Asset Management KPIs

1. Asset Accuracy Rate

• Definition: Percentage of assets correctly recorded in the system compared to physical inventory.
• Target: ≥ 95%.

Timeliness of Asset Updates

• Definition: Percentage of updates to asset records completed within 24 hours of acquisition, assignment, or disposal.
• Target: ≥ 90%.

Asset Assignment Accuracy

• Definition: Percentage of assets correctly linked to users or departments.
• Target: ≥ 95%.

Audit Compliance

• Definition: Percentage of asset records that are verifiable and accurate during internal or external audits.
• Target: ≥ 95%.

Developmental KPIs for Maturity

1. Knowledge Article Creation

• Definition: Number of new knowledge articles created based on resolved tickets.
• Target: At least 1-2 per technician per month, once repository is established.

Process Adherence

• Definition: Percentage of tickets and asset changes following defined standard operating procedures.
• Target: ≥ 90%.