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IT Support Technician, Tier 1

4 months ago

Charlotte, United States Segra Full time


IT Support Technician, Tier 1 - Charlotte, NC

Charlotte, NC, USA
Req #1984

Wednesday, June 19, 2024

Segra is searching for a dynamic and experienced IT Support Technician, Tier 1 to work in our Charlotte, NC office. This will be primarily an in-office role.

Role Overview:

This position is responsible for being part of a tiered IT support group within the IT Support and Operations team. The IT Support Engineer - Tier 1 will develop, provide, and maintain help desk support services for laptop computers, applications, and other related technology. This role will provide issue resolution, installation and testing of computer systems and peripherals within the IT Support and Operations Department. This position will create concise and current documentation within incident tickets, knowledgebases, and other systems where applicable. This position will be responsible for developing a proactive approach to problem solving with minimal business impact. This role must consistently provide positive customer service and may often train both users and fellow IT Engineers. This employee will participate in the IT on-call rotation to provide after-hours support as determined by the IT Leadership team and handle all other duties as requested by their manager.

Required Qualifications:

  • Minimum of 2 years of experience in help desk support
  • Minimum of an associate degree or higher in IT or similar concentration

Preferred Qualifications:

  • Certifications Recommended: A+, Network+, Microsoft 365 Certified: Fundamentals
  • Experience working with Windows-based systems and software.
  • Strong customer service and troubleshooting skills.
  • Ability to communicate effectively, both verbal and written.
  • Problem Solving techniques
  • Basic LAN/WAN knowledge
  • Microsoft Operating Systems
  • Powershell
  • Systems Analysis
  • Remote User Support
  • Microsoft Office 365 Suite (Outlook, Word, Excel, Teams, etc.)
  • Basic Client VPN Support
  • UPS World Ship
  • MFA Troubleshooting Experience
  • Edge, Chrome, Firefox, or basic web browser support
  • Remote Hardware support
  • Terminal Emulation Software
  • Adobe/Other PDF Applications
  • Documentation of technology and technical issues/resolution
  • Various office productivity software (WebEx, Zoom, etc.)
  • Windows OS updates and patching
  • Password assistance
  • ServiceNow experience preferred

About Segra:

Segra is one of the largest independent fiber network companies in the Eastern United States. We have a broad and dense service footprint across the mid-Atlantic and Southeast. In addition, we are known for our future-forward infrastructure and state-of-the-art voice and data technology solutions for businesses and the public sector, as well as wholesale transport services to some of the world's largest carriers. Our network features the latest advances in IP, ethernet, and dark fiber architectures, as well as high performance data centers throughout the mid-Atlantic and Southeast regions. Furthermore, our network powers technology solutions such as hosted voice, security, and cloud.

Segra has engineered our entire company operations to put our customers at the very center of everything we do. We invest in the communities of our customers by hiring locally and continually upgrading our network infrastructure. Segra has over 900 employees in 90 facilities, including 14 sales offices in 44 markets. We exist purely to help businesses within our footprint be successful.

Benefits Overview:

Segra offers a very robust benefits package to our full-time employees, some of which include:

  • Medical, dental, vision insurance
  • Life insurance
  • 401(k) match
  • Tuition and gym reimbursements
  • Vacation/PTO, paid holidays, floating holidays
  • Volunteer days, parental leave

Our Commitment to Equality:

Segra is an equal opportunity employer and prohibits discrimination of any kind. Segra does not discriminate on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.

Other details
  • Job Family
    Help Desk and Support
  • Job Function
    Information Technology
  • Pay Type
    Hourly
Apply Now
  • Charlotte, NC, USA


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