Job Title: IT Support Technician / Tier I Help Desk
Location: Frankfort, KY
Job Description:
We are seeking a skilled IT Support Technician / Tier I Help Desk to join our team in Frankfort, KY. The ideal candidate will have strong general computer skills, experience with enterprise-level IT support, asset management expertise, and familiarity with service desk support. The candidate will be responsible for a range of tasks, including troubleshooting, managing hardware requests, and providing user guidance.
Responsibilities:
- Provide enterprise-level technical support and assistance to end-users.
- Assist in troubleshooting and resolving hardware and software issues across the organization.
- Conduct light break/fix tasks to ensure minimal downtime for users.
- Provide initial support and resolution for routine IT issues, including login problems, password resets, and basic navigation assistance.
- Assist internal staff and external stakeholders in understanding and utilizing basic IT features and functionalities.
- Maintain accurate records of equipment and software inventory.
- Collaborate with team members to implement new technologies and solutions.
- Manage all hardware requests and distribution center stock levels.
- Audit hardware in techs' names and reconcile assets.
- Work with data and asset management, organize stolen/lost/missing devices, and audit computer naming.
- Log and categorize incoming support requests, ensuring accurate documentation and timely resolution.
- Escalate complex issues or those requiring Tier II or Tier III support to the appropriate teams.
- Provide daily reports.
- Manage consumables.
- Deliver courteous and helpful customer service to all users, maintaining professionalism and empathy.
- Provide service desk support and manage incident resolution.
Qualifications:
- Strong general computer skills.
- Experience with enterprise-level IT support.
- Familiarity with troubleshooting and resolving hardware/software issues.
- Ability to quickly learn and navigate software applications and databases.
- Effective communication skills, both written and verbal, to interact with users of varying technical backgrounds.
- Excellent problem-solving skills and attention to detail.
- Strong analytical, time-management, and organizational skills.
- Ability to lift and carry heavy objects or work in uncomfortable positions for extended periods.
- Ability to work independently and as part of a team.
Education and Experience:
- Previous experience in IT support, asset management, or a related field is preferred.
Additional Requirements:
- Candidates must be willing to spend a major portion of their time using a computer.
- Must be available to work overtime as needed.
