Location: Greenville, SC

Position Type: Full-time, Onsite

About FirstCall

FirstCall is a 24/7 mission-critical dispatch center based in Greenville, South Carolina, serving clients nationwide. Our highly trained team manages urgent and complex issues that our clients do not have the time or capacity to handle, making us a trusted extension of every organization we represent.

Using client-specific protocols, proprietary software, and advanced technology, we manage field operations through calls, emails, alarms, and system alerts. Our team acts quickly and decisively to meet demanding service levels and narrow dispatch windows.

At FirstCall, our work carries weight. We help keep communities safe, operations moving, and, at times, lives intact. We move fast, care deeply, and take full ownership of every request. When mistakes happen, we acknowledge them, correct them, and learn from them.

Dispatching can be demanding and often thankless, but no one at FirstCall does it alone. Our team supports one another, our leaders are committed to helping employees grow, and accountability is rooted in pride—not blame. Together, we turn every mission into excellence and save the day once again.

About the Position

FirstCall is seeking an IT Systems Support Technician to provide hands-on technical support within our fast-paced, mission-critical environment. This role serves as the first point of contact for employees experiencing hardware, software, access, telephone, or network issues.

The ideal candidate is dependable, solutions-focused, comfortable learning new technology, and able to remain calm when technical issues affect time-sensitive operations. Because FirstCall operates 24/7, this position requires flexibility and participation in an after-hours on-call rotation.

Key Responsibilities

User Support and Troubleshooting

• Provide first-line technical support to call center agents and other staff for hardware, software, telephone, and network issues.

• Respond promptly to helpdesk tickets and requests received by phone or in person.

• Assist with password resets, account unlocks, permissions, and general access issues.

• Support VoIP and softphone applications, call center systems, and related tools.

• Troubleshoot common technical issues and escalate more complex concerns when appropriate.

Hardware and Software Management

• Set up and configure desktops, laptops, headsets, and peripheral devices for new employees.

• Install, update, and maintain operating systems, applications, and antivirus software.

• Maintain an accurate inventory of IT equipment and ensure devices are properly assigned and tracked.

• Assist with equipment replacement, maintenance, and troubleshooting.

Systems Administration

• Assist with managing Active Directory accounts, Microsoft 365, user permissions, and access across additional platforms.

• Perform basic server maintenance and troubleshooting, including backups, updates, and reboots, with supervision as needed.

• Monitor system health, storage capacity, and network availability.

• Help maintain reliable access to the systems employees need to perform their work.

Network and Security Support

• Help maintain reliable network connectivity for devices throughout the office.

• Support endpoint security requirements, including system patching, antivirus protection, and multifactor authentication.

• Identify and escalate complex network, system, or security issues to senior IT staff or outside vendors.

• Promote compliance with established IT and cybersecurity practices.

Documentation and Training

• Document common troubleshooting steps, technical procedures, and recurring solutions.

• Maintain accurate knowledge-base articles, checklists, and IT documentation.

• Train employees on IT best practices, security awareness, and proper equipment usage.

• Help employees become more confident and effective when using company technology.

Projects and Additional Responsibilities

• Participate in an after-hours on-call rotation.

• Support system upgrades, migrations, new software implementations, and other IT projects.

• Coordinate with IT leadership, employees, and vendors to resolve technology-related concerns.

• Perform other duties and technology-related tasks as assigned by the IT Manager.

Skills and Qualifications

• Strong problem-solving and troubleshooting skills.

• A customer-service mindset with effective verbal and written communication skills.

• Ability to prioritize competing needs and work with minimal supervision.

• Self-motivation and the ability to learn new systems and technologies independently.

• Familiarity with Windows desktop, Windows Server, Linux operating systems, and Microsoft 365.

• Basic understanding of networking concepts, including IP addresses, DNS, and Wi-Fi.

• Basic knowledge of user account management, including Active Directory, email accounts, access permissions, and multifactor authentication.

• Ability to follow established documentation and procedures and recognize when an issue should be escalated.

• Previous IT support, helpdesk, or internship experience is preferred but not required.

• An associate degree in information technology, relevant certifications such as CompTIA A+ or Network+, or equivalent hands-on experience is a plus.

Position Requirements

• Ability to work full-time onsite at FirstCall’s Greenville, South Carolina, office.

• Availability during standard business hours, with flexibility to work evenings, weekends, or holidays when needed.

• Willingness to participate in an after-hours on-call rotation.

• Reliable transportation to and from the office.

• Ability to lift and move equipment weighing up to 100 pounds.

• Legal authorization to work in the United States.

If you are a dependable problem-solver who enjoys helping others and wants your work to make a meaningful impact, we invite you to apply and become part of the FirstCall team.