Tier 1 Technical Support Specialist

About the Role:

What You Bring:

• High school diploma or GED
• 0 to 2 years of experience in IT, help desk, or technical support (school, certifications, home labs, and personal projects count)
• Comfort working in Windows operating systems
• Basic knowledge of Microsoft Office and Outlook (Microsoft 365)
• A calm, professional approach when helping people, especially under pressure
• A strong desire to learn and grow your technical skills

Nice to Have:

• Experience setting up and configuring laptops and desktops
• Familiarity with ScreenConnect, Spiceworks, RingCentral, Microsoft 365, or Active Directory
• CompTIA A+, Network+, or similar certifications (or working toward one)
• Where This Can Lead:
• Tier I is where you build your foundation. As you master our systems and processes, you’ll become eligible for promotion within the IT department into roles like Tier II support, systems administration, networking, and security. Many of our IT team members started right here.
• Job Type: Full-time
• Western Express, Inc. is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee based on race, color, religion, creed, national origin or ancestry, sex, pregnancy, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state, or local law. The information collected by this application is solely to determine suitability for employment, verify identity, and maintain employment statistics on applicants.
• Applicants with disabilities may be entitled to reasonable accommodation under the terms of the Americans with Disabilities Act or other similar state or local laws. A reasonable accommodation is a change in the way things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Western. Please inform the company's personnel representative if you need assistance completing this application or to otherwise participate in the application process.
• I understand, where permissible under applicable federal, state, and local law, I may be subject to a pre-employment drug test after receiving a conditional offer of employment. Upon employment, employees may be required to have their picture taken.
• Due to the collaborative nature of the work environment, the spontaneous need for idea generation and execution, and the potential for expedited remediations, responses, or information gathering, in-person, in-office attendance is an essential function of this position.

Qualifications

• High school diploma or GED
• 0 to 2 years of experience in IT, help desk, or technical support (school, certifications, home labs, and personal projects count)
• Comfort working in Windows operating systems
• Basic knowledge of Microsoft Office and Outlook (Microsoft 365)
• A calm, professional approach when helping people, especially under pressure
• A strong desire to learn and grow your technical skills

Responsibilities

• Provide first-level technical support to internal and external users by phone and remote session
• Support our internal phone system day to day
• Set up user accounts and access across multiple internal systems
• Troubleshoot connectivity issues on our MPLS Wide Area Network (WAN)
• Set up and support iSeries printers
• Provision and troubleshoot mobile phones for our team
• Set up, configure, and troubleshoot laptops and desktops
• Take remote control of user computers when needed to resolve issues
• Document issues and escalate cases to the right team when needed