IT Support Tier I

2 weeks ago

Tulsa, Oklahoma, United States Big Brand Tire & Service Full time $45,000 - $65,000 per year

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

Big Brand Tire & Service is an Equal Opportunity Employer. We celebrate diversity and are committed to a respectful, inclusive workplace.

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