Digital Guru

Provide first-level IT support by troubleshooting hardware, software, and network issues, documenting interactions, and escalating complex problems. | High school diploma, 1+ year IT support experience or technical training, familiarity with Syncro or similar systems, and IT certifications are a plus. | POSITION SUMMARY The Tier 1 Technician provides first-level technical support to clients by troubleshooting and resolving common hardware, software, and connectivity issues. This role is critical to ensuring timely customer support, accurate documentation in Syncro, and escalating more complex issues to Tier 2 as needed. ESSENTIAL FUNCTIONS AND RESPONSIBILITIES · Respond promptly to incoming service tickets, phone calls, and emails using Syncro. · Accurately document all customer interactions, troubleshooting steps, time entries, and asset data in Syncro. · Diagnose and resolve basic hardware, software, and networking issues. · Perform password resets, user account creations, and basic Microsoft 365 administration. · Set up and configure new desktops, laptops, and peripherals. · Support printer connectivity, local/network access, and driver installation. · Use remote support tools to troubleshoot client devices. · Escalate tickets that exceed Tier 1 capabilities to Tier 2 following escalation protocols. · Follow all Digital Guru standard operating procedures, including documentation standards. · Maintain a clean and organized work area. · Monitor queues regularly and maintain timely communication with clients. · Assist with basic on-site deployments or pickups as needed. EDUCATION, EXPERIENCE, CERTIFICATIONS · High school diploma or equivalent; associate degree in IT or related field preferred. · 1+ years of IT support experience or relevant technical training. · Experience with Syncro or a similar PSA/ticketing system preferred. · IT certifications (CompTIA A+, Microsoft Fundamentals) are a plus. SKILLS, QUALIFICATIONS, ABILITIES · Basic understanding of Windows and macOS operating systems. · Working knowledge of Microsoft 365 and basic network troubleshooting. · Strong verbal and written communication skills. · Customer-first attitude with a desire to learn and grow in the IT field. · Attention to detail and ability to follow documented procedures. · Ability to manage time effectively and handle multiple priorities. · Familiarity with remote support tools and common office applications.