About the role
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IT Support Tier I
The IT Support Level I Technician is responsible for providing first-line technical support to end users across all company locations. This role focuses on resolving routine hardware, software, and network issues, assisting with user onboarding/offboarding, and maintaining accurate IT documentation and inventory. The ideal candidate delivers excellent customer service, communicates effectively, and is eager to grow within IT operations.
Key Responsibilities
End-User Support
- Serve as the first point of contact for IT support via phone, email, or ticketing system. - Provide timely troubleshooting for desktops, laptops, peripherals, and mobile devices. - Support end users on Windows and macOS systems, Microsoft 365, Google Workspace, and standard business applications. - Reset passwords, configure MFA, and manage basic account access in Active Directory and related systems. - Assist users with network connectivity issues, VPN access, and printer setup. - Document all requests and resolutions accurately in the IT ticketing system. - Escalate unresolved issues to Tier II or Tier III support following defined procedures.
Device & Software Management
- Configure and deploy computers and devices in accordance with company standards. - Install, update, and troubleshoot approved software applications. - Perform basic maintenance and support for printers, scanners, and VoIP phones. - Maintain accurate asset records for IT hardware assignments and equipment lifecycle tracking.
Operational & Administrative
- Support employee onboarding/offboarding by preparing, configuring, and retrieving IT equipment. - Assist in tracking IT inventory, licenses, and warranty renewals. - Ensure compliance with IT security best practices, including password policies, MFA enrollment, and endpoint protection. - Contribute to the IT knowledge base with user guides and troubleshooting articles. - Provide excellent customer service and maintain a professional, helpful attitude in all interactions.
Skills & Qualifications
- Associate degree or equivalent experience in Information Technology, Computer Science, or related field. - 1–2 years of experience in IT helpdesk or desktop support environment preferred. - Familiarity with Microsoft 365 administration, Active Directory, and common SaaS tools. - Strong understanding of Windows 10/11, macOS, and basic networking concepts (TCP/IP, VPN, Wi-Fi). - Experience with hardware setup, printer configuration, and endpoint troubleshooting. - Ability to use and manage IT ticketing systems effectively. - Excellent communication and customer service skills. - Strong organizational and time management abilities. - Eagerness to learn and grow within the IT team.
Benefits
- Paid vacation and holidays - Medical, dental, vision, life, and supplemental insurances - 401(k) with company match - Employee discounts
About Big Brand Tire & Service
For more than 50 years, Big Brand Tire & Service has been a trusted name in tires and auto repair. With hundreds of locations across the country and a growing footprint, we’re serious about two things: delivering world-class service to our customers and being an employer of choice by creating opportunities for our people to grow and build rewarding careers. Apply today! If your qualifications are a match for the position, a member of our Talent Acquisition team will reach out to you to discuss next steps.
Big Brand Tire & Service is an Equal Opportunity Employer. We celebrate diversity and are committed to a respectful, inclusive workplace
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