Service Technician Tier 1

About the job

Key Responsibilities

·      Own resolution of end-user service issues within Tier 1 scope

·      Own client communication for assigned work, ensuring expectations and timelines are clearly set and maintained

·      Own ticket documentation quality, ensuring all work and context are captured clearly

·      Identify risk early and escalate when resolution, timelines, or expectations are at risk

·      Execute within defined service standards to ensure consistent delivery

·      Demonstrate sound judgment within role scope, troubleshooting effectively prior to escalation

·      Restore end-user productivity by resolving common, repeatable issues using standard processes

·      Support identity and access functions including password resets, user changes, and MFA processes

·      Execute user onboarding and offboarding tasks

·      Troubleshoot workstation, OS, and peripheral issues

·      Support endpoint security tasks including antivirus and MFA troubleshooting

·      Troubleshoot mobile device connectivity and basic issues

·      Support email and Microsoft 365 user-level issues including profiles, delivery rules, and spam

·      Troubleshoot printing, scanning, and driver issues

·      Troubleshoot client-side networking including VPN, DNS, and connectivity issues

·      Support user-level telephony issues including softphones and call routing

·      Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours

·      Own basic low‑voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs

Technical Skills

·      Foundational knowledge of end-user systems and troubleshooting

·      Ability to follow defined processes and standard procedures consistently

·      Ability to document work clearly and accurately

·      Basic understanding of Active Directory and Microsoft 365

·      Ability to identify when escalation is required

·      Strong communication skills with end users

Basic Qualifications

·      1+ years of experience in an IT support, service desk, or help desk role

·      Foundational knowledge of Windows operating systems, Microsoft 365, and Active Directory

·      Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)

·      Experience troubleshooting hardware, software, and end-user issues in a professional environment

·      Strong communication and customer service skills with the ability to support non-technical users

·      Ability to manage multiple tasks, prioritize work, and follow defined processes and service standards

·      Valid driver’s license and access to a reliable vehicle for client onsite support and travel

Preferred Qualifications

·      Experience working in a managed services (MSP) environment

·      Familiarity with ticketing systems, RMM, or PSA tools

·      Exposure to Microsoft 365 administration and cloud-based environments

·      Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals

·      Associate’s degree, technical certification, or equivalent hands-on experience in Information Technology

·      Demonstrated interest in continuous learning and technical skill development

Benefits

• We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision coverage, paid time off, and retirement savings options. Employees may also be eligible for additional compensation, such as bonuses or incentive-based pay, depending on the role.