IT Support Technician I

Introduction to Silverado

Silverado Technologies is an award-winning, woman-owned Information Technologies firm that has been supporting businesses throughout Southern Arizona for more than twenty years. We empower business growth through technology. Providing our clients with real solutions and world class service that starts with understanding – and more importantly really caring about – the client’s goals and concerns.

At Silverado, our most valuable resource is our people. Our team is made of skilled, passionate professionals that are always learning and mentoring. We value teamwork as well as a positive and collaborative environment. Our culture encourages, supports, and celebrates our staff by valuing work-life synergy, offering flexible time off and promoting community involvement with staff-selected charities. Regularly hosted company social events during office hours encourage our staff to connect and get to know each other in a relaxed setting.

Summary

Reporting to the Technical Services Team Lead, the IT Technician I provides front-line technical support to our clients by assisting with day-to-day IT troubleshooting and maintenance. The Tier 1 Technician is the first point of contact for handling a wide range of issues related to systems, networks, hardware, and software. This position requires strong communication skills and the ability to solve problems with close guidance and support from higher-level technicians.

Duties and Responsibilities

• Respond to support requests through multiple channels (phone, email, and ticketing system) and provide technical assistance to Silverado staff and clients.

• Troubleshoot and resolve routine issues related to desktops, laptops, mobile devices, software applications, and basic network connectivity.

• Provide basic system maintenance and support by identifying and resolving issues or escalating them to Tier 2 technicians when necessary.

• Maintain accurate documentation of support interactions, issues resolved, and follow-up actions in our ticketing system.

• Assist with basic user account setup and administration, including password resets, user permissions, and onboarding/offboarding tasks.

• Follow established troubleshooting processes and collaborate with team members to ensure timely and effective resolution of issues.

• Support the installation and configuration of hardware and software for new employees or office moves.

• Stay up to date with company policies, procedures, and the latest technology to provide the best possible customer service.

• Perform other job-related duties as assigned.

 Tools and Software preferred experience with:

• ConnectWise Manage (ticketing system)
• ConnectWise Automate (remote monitoring and management)
• ConnectWise Control (remote support)
• Microsoft 365 (administration and support)
• Cisco Duo Mobile (2FA authentication)
• ITGlue (documentation platform)
• SonicWall (basic firewall troubleshooting)

Education and Experience

• High School Diploma or GED
• 1+ years of technical support experience preferred, ideally in an IT helpdesk or customer support role
• Strong verbal and written communication skills
• Strong problem-solving abilities, with a focus on customer satisfaction
• Ability to work well in a team environment and learn quickly on the job

Certifications preferred:

• CompTIA A+
• CompTIA Network+
• Microsoft 365 Fundamentals

Physical Requirements

·      May be required to lift up to 50lbs

·      The ability to sit and stand for extended periods; occasional crouching and stooping may be required

·      Required to work in a hybrid environment, which may include in-office work, remote from home, and onsite at client locations, depending on specific circumstances

·      Health Care Plan, partially subsidized by Silverado (Medical, Dental, & Vision)

·      Matching 401k Retirement Plan

·      Flexible Paid Time Off (Vacation, Sick, & Public Holidays)

·      Company Paid Life Insurance

·      Group Rates for Critical Illness Insurance, Individual Life Insurance, Disability Income Insurance, Accident Insurance

·      Paid Training & Development

·      Hybrid Office Model

·      Inclusive Company Culture