IT Technician Level 1

Job Title: IT Technician Level 1

Reports To: Business Systems and Technology Manager

FLSA Status: Non-Exempt

Status: Full-Time

Department: Business Systems & Technology

Location: Hogansburg, NY

Company Overview
Tarbell Management Group (TMG) is a proud Mohawk family-owned enterprise dedicated to its mission of “empowering economic sovereignty for Tribal Nations and trusted partners”. TMG has grown from a small local business into a diversified organization serving Indian Country and beyond, with operations spanning petroleum wholesale and transportation, convenience and restaurant services, tobacco manufacturing, brand management and national distribution and shared services.

Our Core Values

TMG offers a competitive total rewards package that includes medical, dental, and vision coverage, a 401(k) with company match, paid time off, Holidays, telemedicine access, optional Aflac coverage, and other employee benefits that support work-life balance and well-being.

Job Summary

The IT Technician Level 1 provides front-line help desk and desk-side support for associates across Tarbell Management Group. This position receives, documents, troubleshoots, and resolves common technology requests involving computers, mobile devices, printers, peripherals, Microsoft 365, user access, and standard business software. The technician also supports onboarding, offboarding, equipment provisioning, asset tracking, and the timely escalation of issues that require advanced technical support.

This position upholds TMG’s Mission and Core Values by demonstrating integrity, accountability, respect, continuous learning, and follow-through in daily work. At TMG, how we work matters as much as what we achieve, and team members are expected to model these values through their actions and relationships.

This includes following the Good Path, Aiming High, Honoring the Circle, Nurturing a Good Mind, and Holding the Fire.

Primary Responsibilities (includes but is not limited to)

• Help Desk and User Support: Receive, prioritize, document, and manage support requests through the approved ticketing process.

• Provide courteous front-line assistance by phone, remote support tools, email, ticket, and desk-side service.

• Troubleshoot common issues involving Windows devices, Microsoft 365 applications, printers, peripherals, connectivity, mobile devices, and approved business software.

• Resolve requests within assigned scope and escalate issues requiring Level 2, systems administration, vendor, or management support.

• Communicate progress, next steps, and resolution details clearly to associates and stakeholders.

• Device, Access, and Lifecycle Support: Configure, deploy, replace, collect, and prepare computers, mobile devices, printers, and peripherals in accordance with department standards.

• Complete assigned onboarding and offboarding tasks, including equipment preparation, access coordination, and asset record updates.

• Install approved software, apply standard configurations, and verify that equipment is functional before delivery.

• Maintain accurate inventory, assignment, status, and disposition records for technology assets and accessories.

• Assist with password, multifactor authentication, account access, and licensing requests within established procedures and permissions.

• Documentation, Security, and Operations: Maintain complete ticket notes documenting the issue, troubleshooting performed, user communication, resolution, and escalation path.

• Create and update knowledge base articles, setup instructions, checklists, and repeatable support procedures.

• Follow cybersecurity, acceptable use, access control, change management, asset management, and data handling requirements.

• Report suspected security incidents, lost equipment, unauthorized access, phishing, or unusual system behavior immediately through the established escalation process.

• Assist with routine technology maintenance, device refreshes, moves, deployments, field support, projects, and other department priorities.

• Participate in training and skill development to progress in Microsoft 365, Windows, endpoint support, networking, security awareness, and IT service management fundamentals.

Minimum Qualifications

• High school diploma or equivalent.

• Foundational knowledge of Windows computers, Microsoft 365, printers, peripherals, mobile devices, and basic networking concepts.

• Ability to perform structured troubleshooting, follow documented procedures, and recognize when escalation is required.

• Ability to document technical work accurately and communicate instructions in clear, user-friendly language.

• Strong communication, customer service, organization, time management, and follow-through skills.

• Professional, patient, dependable, and culturally aware.

• Ability to handle confidential information and follow security and access-control requirements.

• Valid driver’s license and reliable transportation for travel to supported company locations as assigned.

Preferred Qualifications:

• Associate degree, technical diploma, or relevant coursework in information technology, computer systems, cybersecurity, or a related field.

• Previous help desk, desktop support, customer service, device deployment, or technical support experience.

• Familiarity with ticketing systems, remote support tools, asset management systems, endpoint management, Microsoft Entra ID, or Microsoft Intune.

• Microsoft 365 Fundamentals, CompTIA A+, CompTIA Network+, or comparable entry-level training or certification.

Physical & Work Environment Requirements

• Work is primarily performed in an office environment with regular desk-side support throughout company facilities.

• Ability to sit, stand, walk, bend, kneel, reach, and work around desks or equipment during installation and troubleshooting activities.

• Ability to lift, carry, and move computers, monitors, printers, and related equipment weighing up to 35 pounds; heavier items require team lifting or appropriate equipment.

• Manual dexterity and visual acuity sufficient to connect cables, replace equipment, operate tools, and work with small computer components.

• Ability to travel between supported company locations and occasionally adjust work hours to support planned deployments, urgent incidents, or business needs.

• Work may involve exposure to equipment rooms, warehouses, retail locations, petroleum locations, moderate noise, dust, and varying temperatures while performing assigned support.