Location: Initially hybrid/remote, with the position eventually transitioning to on-site work in Westlake Village, CA.
The Level I IT Support Services Technician is responsible for providing effective diagnostic evaluation, incident tracking, resolution, and escalation to meet the internal needs of our Support Center and Retail locations.
Key Responsibilities:
Answer, evaluate, and prioritize incoming calls, emails, and ticket requests from users experiencing issues with computer-related technologies.
Research and guide users through diagnostic procedures to determine the root cause.
Manage employee logins, approvals, emails, and menu-level accounts.
Log and track calls using a problem management database, maintaining historical records.
Identify and resolve POS hardware issues, including requesting replacement equipment and ensuring proper installation at store locations.
Communicate with escalation teams to ensure issues are resolved in a timely and efficient manner, including network, phone, or power-related problems.
Maintain a strong understanding of all supported systems and services.
Contribute innovative ideas to continuously improve the support provided.