IT SUPPORT TECHNICIAN I

We have a great benefits package consisting of:

• Health Insurance - Affordable health insurance with the 2 plan options: PPO 2000 or HSA 3000
• Dental Insurance - Affordable dental insurance with NO waiting period.
• Vision Insurance - Quality vision coverage for very little cost.
• Life Insurance - $10,000 Life Insurance Policy paid in full by the company.
• 401K Plan - All administrative fees are paid by the company.
• Employee Discount - Generous employee discount on ALL merchandise.

IT SUPPORT TECHNICIAN I

PURPOSE AND MISSION
The IT Support Technician I  is the first point of contact for technology support across Big Sandy. The Technician answers incoming calls and tickets, resolves common issues at first contact, and clearly documents and routes what needs deeper support to Tier 2 or the systems team. This is an entry-level, ticket-driven role and the foundation of the service desk. Success is measured by responsive first contact, clean ticket documentation, and issues that reach the right person quickly.

PROVIDE USER & ACCOUNT SUPPORT
• Support Google Workspace accounts, passwords, MFA and passkey enrollment, and routine access requests.
• Set up, image, and hand off workstations, peripherals, and mobile devices to the standard secure baseline.

ON-SITE & STORE SUPPORT
• Provide hands-on support at a Big Sandy office and, when needed, on-site at store locations.
• Assist Tier 2 and field staff on rollouts and installs as directed.

DOCUMENTATION & KNOWLEDGE BASE
• Keep ticket notes, asset records, and how-to documentation accurate and current, while Contributing common fixes to the team for
knowledge based speed to future resolution.

SECURITY HYGIENE • Follow security procedures on every ticket: verify identity before account changes, enforce MFA, and never expose credentials or
customer data, as you ensure escalation of any suspicious phishing or security events as they occur.

QUALIFICATIONS
Minimum education requirements would be a High School Diploma or GED equivilent. Preferred Information technology or a related field or equivalent interest and aptitude, as a formal degree is not required.
• CompTIA A+ or a Google Workspace / IT support certification. 
• Coursework toward an IT-related credential.
• 0 to 1 years in a help desk, customer support, or technical support setting, with strong aptitude and a willingness to learn. 
• Clear, patient communication with non-technical users, in person and on the phone. 
• Dependable, organized, and comfortable documenting work accurately.