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Tier 1 IT Support Technician

Information Technology
Date Posted: August 27, 2025

Job Details

Location:
Salisbury, MA
Department:
Information Technology
Employment:
full-time
Position Description

As a Tier 1 IT Support Technician, you will manage incoming trouble tickets and be the first point of contact for employees encountering technical issues related to hardware, software, and network. You’ll handle basic troubleshooting, guide users through resolutions, and escalate complex issues to higher-level resources when necessary. This role demands excellent problem-solving, communication, and interpersonal skills to ensure user satisfaction and smooth IT operations within SPS.

Responsibilities

  • Provide timely technical support for employees’ hardware, software, and mobile devices, both on-site and remotely.
  • Install, configure and support Microsoft Office suite of products including Outlook, Word, Excel, PowerPoint.
  • Install, configure, and upgrade software applications.
  • Manage and respond to IT helpdesk emails and requests, prioritizing tasks and ensuring timely resolution.
  • Troubleshoot and resolve common technical issues with PCs, applications, and peripherals such as printers and scanners.
  • Install, configure, and support security systems including cameras and door access systems.
  • Set up and install PCs, laptops, tablets, and smartphones for new employees.
  • Assist with new employee onboarding and provide basic IT training on company systems and software.
  • Troubleshoot conference room technology, printers, and scanners.
  • Document internal processes, procedures, issues, and resolutions to maintain a knowledge base for future reference.
  • Collaborate effectively with IT teams and escalate complex technical problems to higher-level support when needed.
  • Communicate with clients to provide updates on ticket progress, notify them of changes, and ensure satisfaction
  • Support construction-specific software applications like Procore, HCSS, Trimble, and Bluebeam among others
  • Assist in managing and maintaining cloud-based solutions and data storage used for project documents and collaboration.
  • Ensure proper network connectivity and troubleshoot basic network issues for office and field operations.

Requirements

  • 1-2 years of experience in IT support or a related field.
  • Basic understanding of operating systems (Windows, macOS), business applications, and network systems.
  • Experience with help desk ticketing systems and remote desktop software.
  • Strong analytical and problem-solving skills to diagnose and resolve technical issues efficiently.
  • Excellent communication skills (verbal and written) to interact with users and explain technical concepts clearly.
  • Customer-oriented and patient approach to provide exceptional support.
  • Ability to adapt to changes quickly and prioritize multiple tasks effectively.
  • Familiarity with construction-related software or a willingness to learn industry-specific applications.
  • Knowledge of network basics and troubleshooting connectivity issues.
Equal Opportunity Employer
It is the policy of SPS New England, Inc. to assure that applicants are employed, and that employees are treated during employment, without regard to their race, religion, sex, sexual orientation, gender identity, color, national origin, age or disability. Such action shall include: employment, upgrading, demotion, or transfer; recruitment or recruitment advertising; layoff or termination; rates of pay or other forms of compensation; and selection for training, including apprenticeship, pre-apprenticeship, and/or on-the-job training. It is also the policy of SPS New England, Inc. to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, protected veteran status, or any other applicable legally protected status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, recruitment advertising, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay, fringe benefits or other forms of compensation, and selection for training, including apprenticeship, pre-apprenticeship, on the job training, classification, and referral, at all levels of employment. Consistent with these obligations, SPS New England, Inc. also provides reasonable accommodations to employees and applicants with disabilities and for sincerely held religious beliefs, observances, and practices.

Employees and applicants of SPS New England, Inc. will not be subject to harassment on the basis of race, color, religion, sex, national origin, age, marital status, sexual orientation, gender identity, genetic information, disability, protected veteran status or any other applicable legally protected status. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited.

SPS New England, Inc. is seeking minority and female employees, and all employees are encouraged to recruit minority and females as well.