IT Services Technician

About This Role

Provide first-line technical support to xAI's Tutors Space, troubleshoot basic IT issues, assist with onboardings, and escalate complex problems to specialist teams.

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 offboarding service support.

Requirements

• High school diploma or equivalent
• 0-2 years of experience in IT or a related field
• Basic understanding of Windows and macOS operating systems
• Basic understanding of Microsoft Office Suite and common software applications
• Familiarity with troubleshooting hardware (PCs, laptops, printers)
• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP)
• Strong communication and customer service skills
• Ability to prioritize tasks and manage time efficiently
• Ability to work after hours and graveyard shifts

Qualifications

• 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 (entry-level candidates encouraged to apply)

Nice to Have

• Associate’s degree in IT, Computer Science, or related field
• CompTIA A+, Network+, or similar certifications
• Experience with ticketing systems (e.g., 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

Skills

* Required skills

Benefits