IT Support Technician I
About Liquid I.V.
This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company’s mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.
We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.
Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
About our Team:
We are a world-class team of innovators and passionate change-makers, looking to develop transformative hydration solutions and make a meaningful impact on the world around us.
At Liquid I.V., we are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve.
Our team members enjoy a flexible and inclusive working environment, a highly collaborative and innovation-forward culture, generous benefits and perks that empower employees to champion their wellbeing every day, as well as an infinite supply of Liquid I.V. for extraordinary hydration.
About the role:
The IT Support Technician I provides frontline technical support to Liquid I.V. employees, serving as the first point of contact for all IT-related issues. This entry-level role focuses on Tier 1 support, user onboarding/offboarding execution, and basic troubleshooting under the guidance of the IT Support Technician II. This is an excellent opportunity for someone early in their IT career who is eager to learn, develop technical skills, and grow within the organization.
Functions and duties of this role include, but not limited to:
Technical Support & Troubleshooting
- Provide Tier 1 technical support via phone, email, chat, and in-person
- Troubleshoot basic hardware issues (desktops, laptops, printers, monitors, peripherals)
- Execute user onboarding and offboarding procedures
- Assist users with software problems including Microsoft 365, Google Workspace, and common business applications
- Help resolve basic network connectivity issues (WiFi, VPN, printer connections)
- Support mobile device setup and basic troubleshooting (iOS and Android)
- Assist with video conferencing issues (Zoom, Teams, Google Meet)
User Account Support
- Reset passwords and assist with account lockout issues
- Help users with MFA/two-factor authentication setup and troubleshooting
- Create and modify user accounts under supervision
- Assist with email configuration and basic email issues
Ticket Management & Documentation
- Monitor and respond to incoming support requests through ticketing system
- Document all support interactions with clear, detailed notes
- Follow up with users to ensure issues are fully resolved
- Route complex issues to senior technicians appropriately
- Maintain ticket queue organization and timely responses
Hardware & Software Management
- Assist with workstation setup and configuration for new employees
- Perform basic hardware installations and replacements
- Help maintain IT equipment inventory and asset tracking
- Prepare equipment for deployment (imaging, software installation)
- Process equipment returns from departing employees
- Keep helpdesk area and IT storage organized
Onboarding & Offboarding
- Prepare and configure equipment for new employees under supervision
- Assist with technology orientation for new hires
- Process equipment returns and maintains proper asset documentation
- Support data security procedures during employee transitions
Customer Service & Communication
- Greet users professionally and provide friendly, patient support
- Communicate status updates clearly and in a timely manner
- Manage user expectations regarding resolution timeframes
- Demonstrate empathy and understanding with frustrated users
- Represent IT department positively across the organization
Continuous Improvement & Learning
- Participate in training sessions and knowledge-sharing meetings
- Study and utilize knowledge base articles to resolve common issues
- Shadow senior technicians to learn advanced troubleshooting techniques
- Stay updated on company applications and systems
- Build technical skills through hands-on experience and self-study
- Contribute to knowledge base documentation and process improvements
Qualifications:
Experience & Education
- 0-2 years of IT helpdesk, technical support, or related experience
- High school diploma or equivalent required
- Associate's degree in information technology, Computer Science, or related field (or currently pursuing) preferred
- Internship or school lab experience in IT support is a plus
Technical Skills
- Basic understanding of Windows and macOS operating systems
- Familiarity with Microsoft Office 365 and Google Workspace
- Basic knowledge of computer hardware components
- Understanding of common network concepts (WiFi, internet connectivity)
- Ability to follow technical documentation and procedures
- Comfortable learning new software and systems quickly
Certifications (Preferred)
- CompTIA A+ or currently studying for certification
- Google IT Support Professional Certificate
- Microsoft Certified: Modern Desktop Administrator Associate
- Any relevant IT certifications or coursework
Soft Skills
- Excellent customer service attitude with desire to help others
- Strong communication skills with ability to listen actively
- Patient and professional demeanor, especially under pressure
- Eagerness to learn and develop technical skills
- Reliable and punctual with strong work ethic
- Ability to follow instructions and ask questions when needed
- Basic problem-solving and critical thinking abilities
- Team-oriented with positive attitude
- Attention to detail and organizational skills
- Comfortable admitting when assistance is needed
Desired Attributes
- Genuine interest in technology and IT career path
- Curiosity and self-motivated learning approach
- Adaptability and comfort with change
- Professional appearance and conduct
- Ability to maintain confidentiality
- Willingness to work occasional extended hours when needed
Physical Requirements & Work Environment
- Ability to lift and move computer equipment (up to 30 lbs with assistance)
- Comfortable sitting and working at a computer for extended periods
- Ability to move around office environment to provide in-person support
- Occasional evening or weekend work may be required (rare)
- Primarily on-site position with potential for hybrid flexibility after training period
What You'll Learn
This role offers exceptional growth opportunities, including hands-on experience with enterprise IT systems and tools, exposure to various technologies and platforms, mentorship from experienced IT professionals, and problem-solving methodologies. You'll gain expertise in ITIL and IT service management best practices, develop customer service excellence in a corporate environment, and have a clear career path toward IT Support Technician II and beyond.
What We Give:
- 100% company-paid medical, dental and vision insurance for employees (PPO, HMO and Kaiser options).
- A 401k plan with company match, short and long-term disability coverage.
- A generous PTO and sick policy that includes 13+ paid annual holidays.
- Wellness classes (fitness, mental health, nutrition, finance, etc.).
- An Employee Assistance Program, including membership for guided meditation for all employees.
- Monthly tech and wellness reimbursement.
- An infinite supply of Liquid I.V. for endless hydration!
Work Environment:
- This role is Hybrid - 4 days a week onsite
Candidates must be authorized to work in the United States without sponsorship.
The compensation band for this position is $50,400 - $73,600 annually. The exact salary is determined by various factors including experience, skills, education, geographic location, internal company equity, and budget. The listed range is applicable only to the annual base salary and does not include additional perks, benefits, or applicable bonus eligibility comprising the total compensation package.
This job description indicates in general the nature and levels of work, knowledge, skills, abilities and other essential functions expected of the role. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required. It is not intended to limit or in any way modify the right of any supervisor to assign, direct, and control the work of employees under his/her supervision. Ability to competently perform all the essential duties of the position, with or without reasonable accommodation, demonstrated commitment to the company’s mission, and the ability to work productively as a member of a team or work group are basic requirements of all positions at Liquid I.V.
We are committed to building an inclusive culture of belonging that not only embraces the diversity of our people but also reflects the diversity of the communities in which we work and the customers we serve. We know that the happiest and highest performing teams include people with diverse perspectives that encourage new ways of solving problems, so we strive to attract and develop talent from all backgrounds and create workplaces where everyone feels seen, heard, and empowered to bring their full, authentic selves to work.
Liquid I.V. is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.
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