Tier 1 IT Technician
Position Overview
We are looking for a motivated and customer-focused Tier 1 IT Technician to join our Managed Services team. In this role, you will serve as the first point of contact for clients experiencing technical issues, providing timely and professional support across a variety of platforms and environments. This is an excellent opportunity for someone looking to launch or grow their IT career in a fast-paced, client-facing environment.
Key Responsibilities
- Serve as the first point of contact for inbound support requests via phone, email, and ticketing system
- Triage, prioritize, and document all incoming support tickets accurately and thoroughly
- Diagnose and resolve common hardware, software, and network issues for end users
- Perform password resets, account provisioning/deprovisioning, and user access management (Active Directory, Microsoft 365)
- Assist with onboarding and offboarding of client employees, including workstation setup and configuration
- Monitor client systems, alerts, and RMM (Remote Monitoring & Management) tools for issues or anomalies
- Escalate unresolved or complex issues to Tier 2/Tier 3 technicians with thorough documentation
- Follow standard operating procedures (SOPs) and contribute to knowledge base documentation
- Maintain a high level of client satisfaction through professional communication and timely follow-up
- Assist with routine maintenance tasks such as patch management, antivirus updates, and backup verification
Required Qualifications
- High school diploma or equivalent; Associate's degree in IT or related field preferred
- 0–2 years of experience in a helpdesk, desktop support, or IT support role
- Basic understanding of Windows OS (10/11) and Microsoft 365 applications
- Familiarity with networking fundamentals (TCP/IP, DNS, DHCP, VPN)
- Strong troubleshooting and problem-solving skills
- Excellent verbal and written communication skills
- Ability to manage multiple tasks and prioritize effectively in a fast-paced environment
- Customer-service oriented with a professional and patient demeanor
Preferred Qualifications
- CompTIA A+, Network+, or Microsoft certifications (or currently pursuing)
- Experience with ticketing systems such as ConnectWise, Autotask, or Zendesk
- Familiarity with RMM tools (e.g., NinjaRMM, Datto, SolarWinds)
- Exposure to Active Directory and Group Policy management
- Experience supporting clients in a remote or MSP environment
Work Environment & Schedule
- Full-time position; may require occasional after-hours or on-call availability
- Remote, hybrid, or on-site options may be available depending on location
- Some travel to client sites may be required
Compensation & Benefits
- Competitive hourly wage or salary commensurate with experience
- Health, dental, and vision insurance
- Paid time off and holidays