Here's a job description for Gusto. I tuned it to match what the interview is probing for — Tier 1–2 scope, hands-on hardware, customer-first attitude, and openness to learning (including AI tools).

Job Title: Tier 1–2 IT Support Technician

Location: Lake Charles, LA area (on-site)

Employment Type: Full-time

Reports to: IT Lead

About AOP Inc.

AOP Inc. is a Louisiana-based company looking to add a dependable, customer-focused IT technician to our team. You'll be the first point of contact when something breaks, the person who makes technology feel less frustrating for our staff, and a hands-on contributor to keeping our systems running.

What You'll Do

As our Tier 1–2 IT Support Technician, you'll handle a mix of help desk work, hands-on hardware support, and day-to-day end-user troubleshooting. A typical week includes:

• Responding to support tickets, phone calls, and walk-ups from end users with patience and professionalism
• Diagnosing and resolving hardware, software, and connectivity issues on desktops, laptops, printers, and peripherals
• Setting up, imaging, and deploying new workstations and laptops for incoming staff
• Performing hardware upgrades and repairs (RAM, SSDs, components, cabling)
• Creating and managing user accounts, permissions, and access in our systems
• Documenting issues, resolutions, and procedures in our ticketing and knowledge base
• Escalating complex issues to senior staff with clear handoff notes
• Following up with users to confirm issues are fully resolved
• Supporting basic network troubleshooting (Wi-Fi, switches, DNS, IP issues)
• Assisting with routine maintenance, patching, and inventory tracking

What We're Looking For

Required:

• 1+ years of hands-on IT support, help desk, or technical role (formal or informal)
• Solid working knowledge of Windows, common office software, and basic networking
• Comfortable opening up a desktop or laptop and replacing components
• Strong customer service mindset — you stay calm when users are frustrated and explain technical things in plain language
• Methodical troubleshooting approach: gather information, isolate the problem, test, document
• Reliable, punctual, and able to manage a queue of competing priorities
• Willingness to learn — including using AI tools (ChatGPT, Claude, Copilot) responsibly to work smarter

Preferred (not required):

• CompTIA A+, Network+, or similar certification, or actively working toward one
• Experience with Active Directory, Microsoft 365, or Google Workspace administration
• Experience supporting servers, RAID, or basic virtualization
• Background working with ticketing systems (Zendesk, Freshdesk, ServiceNow, or similar)
• Cable termination experience (CAT5e/CAT6)

What Makes Someone Great in This Role

• You'd rather find the root cause than apply the same fix five times
• You're honest when you don't know something — and then you go figure it out
• You document things so the next person (or future you) isn't starting from scratch
• You treat every user interaction like it matters, because it does