IT Support Technician

Role Overview

We are seeking a reliable and customer-focused IT Support Technician to provide Tier 1 and Tier 2 support for end users in a hybrid onsite/remote capacity. The technician will be responsible for troubleshooting hardware, software, and connectivity issues, ensuring timely resolution through the HappyFox ticketing system, and escalating issues as appropriate. This role requires strong communication skills, technical troubleshooting abilities, and the flexibility to work onsite in Dixon, CA when required. Responsibilities

Provide

Tier 1 and Tier 2 remote and onsite support

for hardware, software, and connectivity issues.

Troubleshoot and resolve issues related to

Windows OS, VPN access, printers, and productivity applications

(Microsoft 365, Adobe, etc.).

Escalate unresolved or complex issues to senior technical staff while maintaining

ownership and communication

with the end user.

Document resolutions, maintain accurate ticket updates, and ensure compliance with

SLAs

within the HappyFox ticketing system.

Assist with basic

network troubleshooting

and workstation configuration as needed.

Provide occasional

onsite support

in Dixon, CA for equipment setup, hardware replacement, and escalated issues.

Qualifications

2+ years in an

IT support/helpdesk

or

desktop support

role (Tier 1/Tier 2).

Experience with

Windows OS, Microsoft 365, VPN clients, and common end-user applications .

Familiarity with

ticketing systems

(HappyFox experience a plus).

Strong troubleshooting skills across

hardware, software, and connectivity .

Excellent

communication and documentation

skills.

Ability to work independently and provide excellent

customer service

in a hybrid support environment.