Job Title: IT Services Technician Location: Onsite
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Who We Are:

At 𝕏, we are at the forefront of technology, driven by a mission to revolutionize digital interaction and create the Everything App. Our platform is a space where people can connect, share ideas, and engage in meaningful conversations. Our global operations span across continents, connecting innovators and fostering a culture of collaboration and excellence. Our IT Services team is the backbone of our operational efficiency, ensuring seamless connectivity and technical assistance for all our employees, regardless of their location.

Job Summary:

We are seeking a motivated and detail-oriented IT Services Technician to join our dynamic IT team. This role is responsible for providing first-line technical support to end-users, resolving basic IT issues, and escalating complex problems to specialist teams in various IT disciplines. The ideal candidate is passionate about technology, has strong problem-solving skills, and delivers exceptional customer service.

Key Responsibilities:

• Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues.

• Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions.

• Assist users with software installations, account setups, and password resets.

• Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation.

• Escalate unresolved issues to Level 2 or specialized teams with detailed documentation.

• Maintain and update IT knowledge base articles and self-service wikis for common issues.

• Perform routine maintenance tasks, such as software updates and system backups, as directed.

• Assist with onboarding new employees, including setting up workstations and accounts.

• Adhere to company IT policies, procedures, and security protocols.

• Provide new hire onboarding and offboarding

Qualifications:

• High school diploma or equivalent; Associate’s degree in IT, Computer Science, or related field preferred.

• 0-2+ years of experience in IT or a related field (entry-level candidates encouraged to apply).

• Basic understanding of Windows and macOS operating systems, Microsoft Office Suite, and common software applications.

• Familiarity with troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP).

• Strong communication and customer service skills to assist non-technical users effectively.

• Ability to prioritize tasks and manage time efficiently in a fast-paced environment.

• CompTIA A+, Network+, or similar certifications are a plus but not required.

Preferred Skills:

• Experience with ticketing systems (e.g., Service Now, Jira, Zendesk) or IT service management tools.

• Basic knowledge of Active Directory and user account management.

• Willingness to learn and adapt to new technologies and processes.

Work Environment:

• Full-time position, onsite with occasional on-call or after-hours support.

• Collaborative team environment with opportunities for growth and professional development.