IT Support Tier I

Position Details

The IT Support Tier I role serves as the first point of contact for all technology support requests across PACS.

This position focuses on delivering a positive customer experience through prompt responses, accurate ticket documentation, basic troubleshooting, and efficient issue triage.

Tier I team members are responsible for resolving common, well-documented issues at first contact whenever possible.

When issues require advanced troubleshooting, elevated permissions, or specialized technical expertise, Tier I members promptly escalate to Tier II while ensuring complete and accurate documentation is provided.

Success in this role depends on strong customer service skills, effective communication, attention to detail, and the ability to consistently follow established support procedures.

The Tier I team plays a critical role in ensuring facility staff can quickly return their focus to resident care and business operations.

Essential Duties and Responsibilities

Customer Support & Call Handling


* Serve as the first point of contact for all incoming technology support requests via phone, ticketing system, email, and other approved support channels.



* Provide friendly, professional, and customer-focused support during every interaction.



* Gather relevant information, identify the nature of reported issues, and accurately document support requests.



* Set clear expectations regarding troubleshooting, escalation, and resolution timelines.



* Maintain composure and professionalism when assisting frustrated or non-technical users.

Basic Troubleshooting & First-Call Resolution


* Perform initial troubleshooting using documented procedures and knowledge articles.



* Typical Tier 1 support activities include: Password resets, Multi-factor authentication (MFA) assistance, Account lockout support, Microsoft 365 basic support, Outlook and Teams assistance, Basic printing issues, Basic application access issues, Windows and macOS login issues, Basic Wi-Fi and connectivity troubleshooting, Basic VPN assistance, Hardware and peripheral support

Triage & Escalation Management


* Determine whether a support issue falls within Tier I scope.



* Escalate issues requiring advanced troubleshooting, elevated permissions, administrative access, or specialized technical expertise.



* Escalate unresolved issues after reasonable troubleshooting efforts, generally within established Service Desk handling guidelines.



* Ensure escalated tickets include clear documentation, troubleshooting steps completed, user impact, and any relevant screenshots or supporting details.



* Avoid unnecessary delays by escalating when issues exceed Tier I capabilities.

Ticket Documentation & ITSM Practices


* Maintain accurate and complete ticket documentation within ServiceNow or other approved ITSM platforms.



* Document customer interactions, troubleshooting performed, resolutions provided, and escal...