Tech-Keys · 2 days ago
Support Technician, Tier 1 NJ
Howell, NJ
Full-time
Hybrid
Entry Level
1+ years expTech-Keys is seeking a Support Technician, Tier I who will serve as the first point of contact for customers and employees seeking technical assistance. This role involves answering support calls, responding to emails and chat inquiries, and troubleshooting basic IT issues.
Information ServicesInformation Technology
Responsibilities
Answer incoming support calls, emails, and chat requests to assist with IT issues
Provide first-level troubleshooting for common hardware, software, and network issues
Walk users through basic troubleshooting steps and document resolutions
Escalate complex issues to Tier II or other appropriate teams when necessary
Create and update support tickets in the helpdesk system, ensuring accurate documentation
Assist with password resets, account unlocks, and basic system access requests
Educate users on IT best practices to prevent recurring issues
Maintain a high level of professionalism and customer service in all interactions
Follow company policies, procedures, and service level agreements (SLAs)
Qualification
Required
High school diploma or equivalent (Associate's degree or IT training preferred)
1+ year of experience in a customer service or IT support role (or relevant training)
Basic knowledge of Windows, macOS, Microsoft Office, and common IT systems
Strong troubleshooting skills and ability to follow technical instructions
Excellent communication skills, both verbal and written
Ability to multitask and work efficiently in a fast-paced environment
Experience with a ticketing system (e.g., Zendesk, ServiceNow, or similar) is a plus
Preferred
Previous experience in a call center, helpdesk, or IT support environment
Familiarity with remote desktop tools and basic networking concepts
Strong problem-solving skills and the ability to adapt to new technologies
Experience supporting mobile devices and cloud-based applications
Company
Tech-Keys
Tech-Keys is a full-service IT company providing IT solutions.
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
James Vujicic
COO
Mark Weldler
Sales Director and vCIO
Company data provided by crunchbase