We are seeking a motivated and detail-oriented IT Services Technician (Level 1) to join our dynamic IT team. This role is responsible for providing first-line technical support to our Tutors Space, resolving basic IT issues, onboarding, and escalating complex problems to specialist teams. The ideal candidate is passionate about technology, has strong problem-solving skills, and delivers exceptional customer service. The shift will be from 2-11pm on-site at our Palo Alto HQ and includes support during off‑hours.
Salary
USD 90,000 - 110,000
Requirements
Skills
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
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
Ability to prioritize tasks and manage time efficiently in a fast-paced environment
CompTIA A+, Network+, or similar certifications are a plus
Ability to work after hours and graveyard shifts
Experience with ticketing systems (ServiceNow, 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
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 off-boarding service support