L1 IT Support Specialist

• Serve as a primary point of contact for client support, with a strong focus on phone-based troubleshooting (up to 6 hours per day)
• Resolve high-volume Level 1 technical support issues quickly and effectively
• Provide technical support for 100+ small to medium-sized businesses via phone and email
• Troubleshoot issues across Microsoft 365, on-premise systems, and cloud environments
• Assist with maintaining and supporting client networks including LAN/WAN, firewalls, wireless access points, and connectivity issues
• Prioritize service tickets, manage client expectations, and deliver exceptional customer service
• Accurately document issues, resolutions, and follow-up actions to maintain service quality

• 0-2 years of hands-on PC support or IT support experience
• Confidence delivering excellent customer service in a fast-paced support environment
• Strong communication skills, a positive attitude, and the ability to shift priorities quickly
• General knowledge of hardware platforms, Microsoft 365, cloud services, and basic networking concepts
• Strong organizational skills and the ability to follow tasks through to completion accurately
• A willingness to continuously learn new technologies and develop technical skills
• Valid driver's license and reliable transportation for occasional onsite client support

Bastionpoint Technology is a rapidly growing Managed Service Provider (MSP) delivering cutting-edge IT solutions to businesses in the Richmond, VA area. We pride ourselves on our collaborative, fast-paced, and supportive environment that encourages professional growth. If you are looking for a role where you can work with a diverse range of technologies and client environments while learning from experienced engineers, this could be the perfect next step. This is an on-site opportunity located in Richmond, VA. What You'll Get: + Salary starting at $45,000+ scalable based on experience + Health insurance, PTO, and retirement plan + Access to an on-site gym, sauna, and gaming room + Friendly, people-focused leadership and strong technical mentorship