IT Services Technician (Level 1)

Job Description

IT Services Technician (Level 1) | xAI

The Tone:
This is a full-time role at xAI, a company dedicated to creating AI systems that can accurately understand the universe and aid humanity in its pursuit of knowledge. The xAI team is small, highly motivated, and intensely focused on engineering excellence. Operating with a flat organizational structure, all employees are expected to be hands-on and contribute directly to the company’s mission. This IT Services Technician role is essential for supporting the critical infrastructure of the Tutors Space by providing timely first-line technical assistance, resolving fundamental IT issues, and facilitating seamless onboarding for new team members.

The TL;DR
• Role: Early Career
• Type: Full-time
• Pay: $90000–$110000 yearly
• Mission: To ensure smooth daily IT operations by providing prompt first-line technical support, managing basic IT incidents, and supporting employee lifecycle processes for the Tutors Space.
• Tech Stack: Windows, macOS, Microsoft Office Suite, TCP/IP, DNS, DHCP, ServiceNow, Jira, Zendesk, Active Directory

What You’ll Actually Do
• User Support: Provide prompt first-line technical assistance to users for hardware, software, and network-related issues, communicating clearly via phone, email, or in-person.
• Issue Resolution: Diagnose and resolve fundamental IT problems involving desktops, laptops, printers, peripherals, and common software applications.
• System Administration: Manage user access by assisting with software installations, account setups, and password resets across various systems.
• Service Management: Accurately log, track, and document all service requests within the ticketing system, ensuring issues are resolved efficiently or escalated to specialist teams with comprehensive details.
• IT Operations & Onboarding: Perform routine system maintenance tasks, including software updates and backups, and provide comprehensive IT support for new employee onboarding and offboarding processes, including workstation setup.

The Must-Haves
• Background: Hold a high school diploma or equivalent, with an Associate’s degree in IT, Computer Science, or a related field being preferred, alongside a basic understanding of Windows and macOS operating systems, Microsoft Office Suite, and common software applications.
• Experience: Possess 0-2 years of experience in an IT or related field, with entry-level candidates strongly encouraged to apply; this role requires the ability to work after hours and graveyard shifts as needed.
• Skills: Demonstrate strong communication and customer service abilities to effectively assist non-technical users, coupled with the ability to troubleshoot hardware (PCs, laptops, printers) and basic networking concepts (TCP/IP, DNS, DHCP), and efficiently prioritize tasks.
• Bonus: Prior experience with ticketing systems such as ServiceNow, Jira, or Zendesk, basic knowledge of Active Directory and user account management, and a willingness to continuously learn and adapt to new technologies and processes.