About X
We build the world's most trusted public town square—and we pride ourselves on our commitment to protecting free speech within the boundaries of the law. Beyond that, we aim to increase unregretted user minutes on our platform, and make it the best place on the internet for creators to share content and make money.
About the Role
We are seeking a motivated and detail-oriented
IT Support Technician
to join our dynamic IT team, serving as a critical support pillar for X's global workforce. In this role, you will provide first-line technical support to end-users, resolving hardware, software, and network issues while delivering exceptional customer service. You will manage service requests, maintain IT documentation, and assist with onboarding processes, ensuring seamless connectivity and operational efficiency. The ideal candidate is passionate about technology, thrives in a fast-paced environment, and is eager to grow within a collaborative, innovative team.
Responsibilities
* Provide first-line technical support via phone, email, or in-person for hardware, software, and network-related issues, ensuring prompt resolution.
* Troubleshoot and resolve basic IT issues, including desktop, laptop, printer, and peripheral malfunctions.
* Assist users with software installations, account setups, and password resets.
* Log, track, and document all service requests in the ticketing system, ensuring timely resolution or escalation to Level 2 or specialized teams.
* Maintain and update IT knowledge base articles and self-service wikis for common issues.
* Perform routine maintenance tasks, such as software updates and system backups, as directed.
* Support onboarding of new employees by setting up workstations, accounts, and providing IT orientation, as well as managing offboarding processes.
* Adhere to company IT policies, procedures, and security protocols to ensure compliance and data integrity.
Required Qualifications
* High school diploma or equivalent; Associate's degree in IT, Computer Science, or a related field preferred.
* 0-2+ years of experience in IT or a related field (entry-level candidates encouraged to apply).
* Basic understanding of Windows and macOS operating systems, Microsoft Office Suite, and common software applications.
* Familiarity with troubleshooting hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP).
* Strong communication and customer service skills to assist non-technical users effectively.
* Ability to prioritize tasks and manage time efficiently in a fast-paced environment.
Preferred Qualifications
* Experience with ticketing systems (e.g., ServiceNow, Jira, Zendesk) or IT service management tools.
* Basic knowledge of Active Directory and user account management.
* CompTIA A+, Network+, or similar certifications.
* Strong sense of ownership, curiosity, and enthusiasm for learning new technologies and processes.
* Passion for contributing to X's mission to revolutionize digital interaction through technical excellence.