IT Support Representative I

The IT Support Representative Level 1 provides first-contact support for common, well-documented IT issues. This role focuses on ticket intake, basic troubleshooting, user assistance, and routing issues to the appropriate support level. This role is ideal for individuals beginning their IT or technical support career.

Here’s what you’ll do:

• Serve as the initial point of contact for IT support requests via ticketing system, email, phone, or chat.
• Log, categorize, and prioritize support tickets accurately.
• Resolve basic, repeatable issues using documented procedures and knowledge base articles.
• Assist users with password resets, account access issues, basic software usage, and device setup guidance.
• Perform basic troubleshooting following scripts or step-by-step instructions.
• Identify when issues require escalation and route tickets to Level 2 or Level 3 support.
• Provide clear, complete ticket documentation to support effective handoffs.
• Follow up with users to confirm resolution and satisfaction.
• Deliver friendly, patient, and professional support at all times.
• Communicate clearly with non-technical users.
• Learn standard IT processes, tools, and terminology.
• Support company culture, inclusivity, and sustainability goals.
• Exemplify OGC values: Cultivate Connection, Win on Service, Build Trust and Move with Intention.
• Foster a culture of belonging where people feel engaged and inspired.

Schedule

• 4x10 schedule, starting at 8am.

Qualified candidates will have:

• 0-2 years of IT support, systems administration, or similar experience.
• High school diploma or equivalent required.
• Coursework, certification training, or interest in IT or technology preferred.
• Customer service or call-center experience a plus.
• Willingness to learn and follow established processes.
• Ability to remain calm and helpful under pressure.
• Basic computer knowledge (Windows/macOS, email, office software).
• Organized and detail oriented.
• Strong communication and interpersonal skills.

Physical Requirements:

This position requires the ability to sit for long periods of time. In addition, repetitive motion, mainly of the shoulder, back, wrist, and hands, may be required in this position. Standing, stooping, and bending are required. Ability to meet the above description of position with or without reasonable accommodation.

OGC is an Equal Opportunity Employer.

At Organically Grown Company (OGC), we are proud to be an Equal Employment Opportunity --- and celebrate and thrive on the benefit our diverse workforce brings to our employees, customers, and community. OGC encourages individual differences and makes all employment decisions based on business needs, job requirements, and individual qualifications, without regard to race, religion or belief, color, national origin, gender identity, LGBT/ sexual orientation, veteran’s status, physical, mental, or sensory disability, age, marital, civil union or domestic partnership status or any other applicable characteristics that make you, YOU! OGC will not tolerate discrimination or harassment based on any of these characteristics. OGC also considers qualified applicants with criminal histories in a manner consistent with all legal requirements.