Tier 1 Support Technician

Description

Balanced Body is hiring! We are seeking an enthusiastic and customer-focused Tier 1 Support Techician to join our IT team. The Tier 1 Support Technician will serve as the first point of contact for end users experiencing technical issues. You will provide timely support for a mixed Windows and Apple workplace, assisting staff in a busy shipping, distribution, production, environment and office to keep operations running efficiently.

Essential Duties and Responsibilities

o Respond to incoming help desk tickets, emails, and calls, providing first-level support for hardware, software, and network issues.

o Troubleshoot and resolve issues with Windows and macOS laptops, desktops, printers, scanners, and mobile devices. Active Directory configuration, and Exchange experience a plus, as well as Azure.

o Assist with password resets, user account lockouts, and basic account management tasks in Active Directory and Microsoft 365, Teams, Slack, Adobe, and project management software as needed.

o Escalate more complex issues to Tier 2 support in a timely and detailed manner.

o Documentation of incidents, troubleshooting steps, and resolutions in our ticketing system.

o Install, configure, and maintain workstations, printers, scanners, and mobile devices.

o Provide excellent customer service to end users across the company, including warehouse, production floor, and office staff. To keep the workflow going

o Set up and deploy new workstations, peripherals, and user devices according to IT standards.

o Perform routine maintenance tasks such as software updates and inventory checks.

o Maintain a clean and organized IT workspace, including tech storage areas.

o Assist in onboarding new employees by preparing and deploying their IT equipment.

o Demonstrate and train end-users on Microsoft and other software.

Support IT projects and initiatives as assigned by the IT Manager. 

Requirements

Required Qualifications

o Associate’s degree in Information Technology or a related field preferred;

o Minimum 2 years of experience in an IT support role or equivalent;

o CompTIA A+ certification or pursuing certification;

o Working knowledge with Windows 10/11 and macOS operating systems;

o Basic knowledge of Microsoft 365 applications and user management;

o Experience with ticketing systems (e.g., Zendesk, ServiceNow, or similar); 

o Understanding of computer hardware components and basic networking concepts (DNS, DHCP, TCP/IP);

o Knowledge of Sharepoint, Active Directory, Remote support, Print server and File Shares;

o Strong customer service skills and effective verbal and written communication;

o Ability to lift and move equipment up to 20 lbs as needed;

o Reliable, punctual, and able to work effectively in a fast-paced environment;

o Ability to prioritize and manage multiple tasks in a fast-paced shipping, distribution, and production setting;

o Excellent customer service and communication skills, both verbal and written. 

Working Environment

• On-site support within a very busy warehouse, production, and office environments.
• Support will be needed for multiple Sacramento locations.
• Occasional after-hours work may be required for urgent support needs.
• Must be able to sit, stand, lift, carry up to a maximum of 40 lbs.

Why Join Us?

• Be part of a fast-paced company positioning for growth.
• Gain hands-on experience with diverse technologies and environments.
• Be part of a supportive and fun IT team that values learning and growth.
• Contribute directly to the success of our operations by keeping end users productive.

The Company

Balanced Body is the world's largest designer and manufacturer of Pilates equipment, as well as a provider of high-quality Pilates and other mind-body instructor training and continuing education. We currently do business in over 100 countries, with world-renowned customer service and a serious commitment to environmentally-friendly business practices. If you want to work with a company with a passion for changing lives in ways small and large, let us hear from you.

We offer competitive compensation and excellent benefits including:

· Medical, Dental and Vision

· 401(k) + Employer Match

· Life and Long-Term Disability Insurance - Employer Paid!

· Paid time off and holidays

Balanced Body is an equal opportunity employer dedicated to workforce diversity.

NO AGENCY CALLS!