IT Support Specialist – Tier 1
View PDF Job Description HERE
Position: IT Support Specialist – Tier 1
Job Type: Full-Time / Hourly (Non-Exempt)
Company Overview:
Appel Technology Solutions, LLC is a leading provider of Managed IT Services, committed to delivering innovative solutions and unparalleled support to businesses seeking to optimize their technology infrastructure. With a focus on excellence and customer satisfaction, we provide comprehensive IT services, including network management, cybersecurity, and low voltage installations, tailored to meet the unique needs of our clients.
Position Overview:
We are looking for a motivated and detail-oriented IT Support Specialist – Tier 1 to join our team. This entry-level position is ideal for individuals who are eager to start their career in IT support. The successful candidate will provide first-level technical support to our clients via phone, email, and chat, troubleshoot and resolve basic technical issues, and assist with day-to-day IT operations. You will escalate issues that extend beyond Tier I span of control. On-the-job training and professional development opportunities will be provided to help you grow in this role.
Primary Responsibilities:
Customer Support:
Provide remote technical support to end users via phone, email, and chat.
Troubleshoot and resolve basic issues related to hardware, software (including Windows and Microsoft Office), and network connectivity. You may also support industry-specific software (training provided).
Issue Tracking and Documentation:
Document and track support requests and resolutions in our ticketing system.
Maintain detailed records of customer interactions and technical issues.
Follow up with customers to ensure issues are resolved.
Technical Assistance:
Assist with the installation and configuration of PC workstation, network, and server-based systems.
Support and administration of hardware and software, including cleaning, restoring, or preparing devices for decommissioning.
Inventory Management:
Assist with organizing, recording, and documenting inventory.
Administrative Tasks:
Answer incoming calls, record call notes, and relay information to appropriate personnel.
Document procedures and policies with a high level of competency.
Additional Responsibilities:
Perform other duties within the scope of IT support and operations as assigned.
Requirements:
• High School Diploma required; Associate degree in a related field is a plus.
• IT certificate or industry-specific certifications preferred.
• CompTIA A+ certification required at time of hire or within the first six months of employment.
• Ability to work in regulated environments (Healthcare, Government, Education)
• Basic understanding of computer hardware, operating systems (Windows 10, 11, Server 2016, 2019, 2022), and common software applications.
• Familiarity with troubleshooting techniques and problem-solving skills.
• Hands-on hardware experience, including PC systems, switches, and routers.
• Ability to operate tools, components, and peripheral accessories.
• Ability to read and understand technical manuals, procedural documentation, and OEM guides.
• Strong customer service orientation with a commitment to helping others.
• Strong written and oral communication skills, including explaining technical concepts to non-technical users.
• Ability to work effectively in a team environment and collaborate with colleagues.
• Experience with server configuration utilizing Hyper-V virtualization and/or Microsoft Cloud Solutions is a plus.
Benefits:
• Competitive salary with opportunities for performance-based bonuses.
• Comprehensive health, dental, and vision insurance plans.
• Ongoing training and professional development opportunities.
• Dynamic and collaborative work environment with opportunities for career growth and advancement.
Work Conditions:
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other peripherals.
• Ability to sit for extended periods while working at a computer.
How to Apply:
If you are a proactive individual with a passion for IT and a commitment to providing excellent support, we encourage you to apply for this exciting entry-level opportunity. Please submit your resume and a cover letter detailing your relevant experience and qualifications to pappel@appeltechsolutions.com. We look forward to hearing from you!
