Tier I IT Support Specialist

Job Description

Job Summary:

The Tier I IT Support Specialist is the first point of contact for end‑users experiencing technical issues. This role focuses on responding to support requests, troubleshooting basic hardware/software challenges, assisting in system access needs, and escalating more complex issues to Tier II support when necessary. Tier I ensures excellent customer service, accurate documentation, and smooth day‑to‑day IT operations.

Requirements

What is expected in this role:

· Provide frontline technical support for end-users via ticketing system, phone, chat, or in person.

· Troubleshoot and resolve basic hardware, software, and peripheral issues.

· Assist users with account access, password resets, MFA issues, and profile setups.

· Install, configure, and maintain workstations, laptops, monitors, and standard applications.

· Perform onboarding and offboarding tasks, including account provisioning/deprovisioning, issuing and reclaiming equipment, and ensuring proper system access controls.

· Create, update, and maintain internal Knowledge Base (KB) articles to ensure accurate, consistent, and accessible documentation for end‑users and IT staff.

· Follow documented procedures and troubleshooting steps to ensure consistent issue resolution.

· Escalate unresolved or complex issues to Tier II in a timely and clear manner.

· Document all work performed, including problem details, steps taken, and final resolutions.

· Maintain IT inventory records for equipment issuance and return.

· Participate in routine system checks, workstation updates, and basic maintenance tasks.

· Provide excellent customer service and communicate effectively with users at all levels.

· Other duties as assigned.

How success is measured in this role:

· Ticket Resolution Time: Resolve Tier I tickets within defined SLAs.

· First Contact Resolution: Achieve high rates of issues resolved without requiring escalation.

· User Satisfaction: Maintain strong user satisfaction scores and positive feedback.

· Accuracy of Documentation: Ensure tickets and KB articles contain clear, complete, and accurate information.

· Escalation Quality: Escalate issues with complete information and proper troubleshooting steps performed.

· Adherence to Processes: Follow IT procedures, standards, and compliance requirements consistently.

· Onboarding/Offboarding Accuracy: Complete all access and equipment tasks on time with no compliance gaps.

What you need in this role to be successful:

· Foundational knowledge of computer hardware, operating systems, and common productivity applications.

· Basic troubleshooting skills for desktops, laptops, mobile devices, and peripherals.

· Strong communication and customer service skills.

· Ability to follow instructions, documented workflows, and troubleshooting guides.

· Strong organizational skills and attention to detail.

· Familiarity with ticketing systems and IT support tools.

· Ability to multitask in a fast‑paced environment and prioritize incoming requests.

· Willingness to learn new technologies and grow within the IT support team.

· Ability to write clear, concise, user‑friendly documentation (KB articles, tutorials, FAQs).

· Preferred:

o A degree in Information Technology, Computer Science, or related field — or equivalent experience.

o Certifications such as CompTIA A+ or Microsoft 365 Fundamentals.

o 2+ years of technical support or helpdesk experience.

The above job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required in this role. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

Benefits

What REE Offers you:

At REE, we believe in empowering our employees to thrive both personally and professionally. When you join our team, you become part of a dynamic and inclusive work environment where innovation and collaboration are celebrated.

Comprehensive Benefits Package

- Competitive Salary: $25/hour - $30/hour depending on experience.

- Health, dental, and vision insurance with Company-sponsored Life Insurance

- Retirement savings plan with company match

- Vacation time off, sick time off, and holidays

Career Development Opportunities

- Ongoing training and development programs

- Opportunities for advancement within the company

Work-Life Balance

- Flexible work schedules

- Remote first environment with companywide conferences annually

- Employee assistance program for personal and family well-being

Perks and Rewards

- Employee discounts on products and services through Insperity

- Recognition programs for outstanding performance

- Company-sponsored social events and activities

Join us and discover a rewarding career where you can make a difference and grow professionally.


REE is only able to hire US citizens or those who are authorized to work in the US as full time employees (we do not provide visa sponsorship).

Employment is contingent upon successful completion of reference checks, verification on prior employment and credentials, and any other background screening required by law and applicable to the position. Any background screening will be conducted in compliance with applicable federal, state, and local laws.

This information is provided in compliance with Equal Pay Regulations across the US and is the company’s good faith and reasonable estimate of the compensation range and benefits offered for this position. The compensation offered to the successful applicant may vary based on factors including experience, skills, education, location, and other job-related reasons.

REE Medical participates in E-verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S. 
Not open to 3rd party recruiters or submissions.

REE will never ask for personal information or to purchase anything during the interview process, only communications from a @reemedical.com domain are representative of REE Medical, LLC.