Classic Collision is seeking an IT Support Technician to provide first-level remote technical support. The role involves troubleshooting hardware, software, and network issues, managing user accounts, and ensuring excellent user service while collaborating with higher-tier support teams.
Responsibilities
- Responds to user inquiries and provides first-level technical assistance through phone, email, and service desk requests
- Follows standard procedures to identify, troubleshoot, and resolve common hardware, software, and connectivity issues
- Accurately logs and tracks all incidents and service requests in the ticketing system to ensure timely resolution and proper documentation
- Escalates more complex or unresolved issues to Tier 2 or Tier 3 support based on defined escalation protocols
- Assists with basic user account management tasks, including password resets, account unlocks, and access permissions
- Supports employee onboarding and offboarding by setting up or disabling user accounts, email, and basic system access
- Manage onboarding and offboarding processes, ensuring employees are provisioned or deprovisioned appropriately
- Updates employee information and access rights when users transition to new departments or office locations
Skills
- Must possess a high school diploma or GED
- Knowledge of a wide range of computer systems software, applications, hardware, networking, and communications
- Ability to perform advanced preventive maintenance on systems software, applications, hardware, networking, and communications
- Knowledge of current technological developments/trends in area of expertise
- Records maintenance skills
- Ability to provide leadership and functional direction to other technical support staff and/or student employees
- Strong interpersonal and communication skills and the ability to work effectively with a wide range of constituencies in a diverse community
- Ability to determine computer problems and to coordinate hardware, software, and/or network solutions
- Ability to analyze and resolve moderately complex computer and network problems
- Ability to communicate technical guidance and instruction to users on the use of PC and/or mainframe applications and systems
- Minimum of 1 year of experience directly related to the listed duties and responsibilities is preferred. Equivalent higher education and/or experience may be considered on a year-for-year basis
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