IT Support Technician 1

About the Role

As a Tier 1 Hardware & Software Support Technician, you will serve as the first line of support for end users across our Shreveport campus. This on-site role is responsible for troubleshooting and resolving technical issues related to Windows PCs, basic networking, mobile devices, and core business applications. You will work closely with our IT team to ensure a seamless technology experience for employees and contribute to maintaining an efficient, secure, and reliable computing environment.

What You’ll Do

·       Provide first-level technical support for hardware, software, and peripheral issues.

·       Troubleshoot Windows PC performance, connectivity, and configuration problems.

·       Assist with workstation setup, imaging, deployment, and maintenance.

·       Support users with Office 365 applications, email, Teams, and collaboration tools.

·       Escalate complex issues to Tier 2/3 support as necessary while maintaining ownership of the ticket lifecycle.

·       Document issues, resolutions, and processes in the ticketing system.

·       Perform basic troubleshooting on network connectivity (wired and wireless).

·       Support mobile devices, printers, and common enterprise applications.

·       Maintain high customer service standards in all interactions with end users.

·       Assist with hardware inventory, equipment moves, and asset tracking.

What Success Looks Like

·       Employees receive timely, friendly, and reliable support that keeps them productive and confident in their technology.

·       Issues are resolved efficiently or escalated appropriately, with clear ownership from intake through resolution.

·       You embody M&D’s values in how you show up and support the team

What You’ll Need to Succeed

·       1–2 years of technical support, help desk, or desktop support experience.

·       Strong understanding of Windows 10/11 operating systems.

·       Basic knowledge of networking concepts (DNS, DHCP, IP addressing).

·       Familiarity with hardware components and PC troubleshooting techniques.

·       Excellent communication and customer service skills.

·       Ability to lift and move equipment (up to 40 lbs) as needed.

Desired Attributes

·       Strong problem-solving mindset and attention to detail.

·       Ability to work independently and as part of a collaborative IT team.

·       Eagerness to learn new technologies and processes.

·       Positive attitude with a customer-first approach.

Comprehensive Benefits

·       Medical, Dental, and Vision Insurance

·       HRA, HSA, and FSA reimbursement accounts

·       Basic & Voluntary Life Insurance

·       Short & Long-term Disability Insurance

·       Paid Time Off

·       Paid Holidays

·       Fitness Program Reimbursement

·       Employee Assistance Program

·       401K Savings Plan with a company match

Why Join Us

At M&D, you’ll be part of a mission that matters. We take pride in our history, but we’re building for the future and that means investing in people who care about doing meaningful work with a strong, stable company. You’ll find growth opportunities, teammates who have your back, and leaders who support your development. When you bring your best, we make a bigger difference, together.