IT Technician I - Service Desk

IT Technician I

The IT Technician I serves as a Tier 1 (L1) Frontline Support resource for the IT Service Desk. This entry-level role is the first point of contact for all incoming incidents and service requests, providing initial triage, basic troubleshooting, and accurate ticket documentation and routing. The IT Technician I works under close supervision, uses documented knowledge articles and runbooks to resolve common issues, and escalates complex issues to Tier 2 or higher with complete documentation.

Key Responsibilities Support & Troubleshooting

• Serve as the first point of contact for all inbound IT support requests via phone, email, chat, and the ticketing system.
• Perform initial triage and troubleshooting using documented knowledge articles, scripts, and runbooks.
• Diagnose and resolve common, low-complexity issues including basic hardware, software, and peripheral problems, known errors, and how-to questions.
• Assist end users with Windows 11 operating system issues, configurations, and updates.
• Support Microsoft Office 365 applications including Outlook, Teams, Word, Excel, and SharePoint.
• Perform basic Active Directory tasks such as password resets, account unlocks, multi-factor authentication (MFA) support, and user account creation and termination processes.
• Assist with initial setup, imaging, and deployment of end-user devices, including phone and tablet provisioning.
• Support distribution list and shared mailbox administration.
• Assist with VPN access requests and basic connectivity troubleshooting.
• Support network drive access and mapping requests.
• Validate user identity and follow security procedures before performing account changes.

Ticket & SLA Management

• Accurately log, categorize, and document all incidents and service requests in the ticketing system, ensuring accurate user, asset, category, and impact details.
• Apply correct priority and SLA alignment, and meet established SLA response and resolution targets.
• Fulfill approved, low-risk service requests such as standard software installs and access provisioning using service catalog workflows, validating required approvals are in place.
• Escalate unresolved or complex issues to Tier 2 with complete documentation, including steps taken, findings, and user impact.
• Maintain accurate ticket notes and closure codes.

Knowledge Management Support

• Utilize existing knowledge articles and runbooks during troubleshooting.
• Identify recurring issues and suggest updates when documentation is outdated, incomplete, or could improve self-service resources.
• Contribute feedback to knowledge articles based on frontline troubleshooting experience.

Customer Service

• Deliver courteous, professional, and timely technical assistance to end users.
• Communicate technical information, status updates, and next steps in a clear, non-technical manner.
• Follow up with users to confirm issue resolution and ensure satisfaction.

Specific Qualifications

• Education: Associate's degree in Computer Science, Information Technology, or a related field; or equivalent combination of education and experience preferred.
• Experience: 0-1 year of experience in a help desk, technical support, or customer service role. Hands-on familiarity with Windows 11 and Microsoft Office 365 in a professional or academic environment.
• Technical Skills: Windows 11 installation, configuration, and basic troubleshooting Microsoft Office 365 Outlook, Teams, Word, Excel, SharePoint Active Directory basic user and account management, password resets, MFA support Remote desktop and remote assistance tools (e.g., Remote Desktop Protocol, Quick Assist) Basic understanding of networking concepts (TCP/IP, DNS, DHCP, VPN) Freshservice or comparable ITSM platform ticket intake, categorization, and knowledge base use
• Certifications: CompTIA A+ (preferred) Microsoft 365 Certified: Fundamentals (MS-900) (preferred) ITIL Framework familiarity and certification (ITIL Foundation) is a plus

Additional Qualifications

• Strong verbal and written communication skills
• Eagerness to learn and grow in a technical environment
• Attention to detail and accurate documentation habits
• Collaborative, team-oriented attitude
• Ability to work calmly and effectively under pressure

Working Conditions

• On-site in Sugar Land, Texas
• Occasional after-hours support or on-call rotation may be required.
• Primarily in-office with limited remote work as determined by management.

Company Overview

IES is a national provider of industrial products and infrastructure services to a variety of end markets, including electrical, mechanical and communications contracting solutions for the commercial, industrial, residential and renewable energy markets. IES is publicly traded on NASDAQ under the symbol IESC. As of the end of IES's 2025 fiscal year ending September 30, 2025, IES produced over $3.3 billion in revenue and employed over 10,200 employees at over 174 domestic locations across the United States.

Our commitment to our employees is reflected by our actions: Safety is Priority One and our record shows it Competitive Pay Company 401K plan with Employer Contribution Match Company Paid Time Off Company Paid Life Insurance Choice of Medical Coverage including Prescription and Short Term Disability Plans Choice of Dental and Vision Coverage Optional Long-term Disability, Critical Illness, Accident, Legal and Pet Coverage Auto and Home Insurance Discount Programs