L1 IT Support Technician
Role details
Job location
Tech stack
Job description
Heroic Technologies is hiring an IT Support Specialist to serve as the front line of support for our clients' day-to-day IT needs. This role is ideal for someone who combines strong technical troubleshooting skills with excellent communication and customer service. You'll work directly with clients to resolve issues, support critical business technologies, and create a support experience that builds trust and confidence. We are looking for someone who takes ownership, stays curious, and genuinely enjoys helping people. What You'll Do
- Provide remote support for end users via phone, email, and remote access tools
- Troubleshoot Microsoft environments including Windows Server, Microsoft 365, Windows 11, and Mac OS
- Support virtual environments, backup systems, workstations, wireless access points, and related hardware
- Monitor and respond to alerts through the remote monitoring and management platform
- Assist with onsite installations and deployments including servers, switches, firewalls, and software
- Coordinate with vendors to resolve issues involving business applications, printers, copiers, and internet providers
- Document support activity, configurations, and client environments in ConnectWise Manage and Hudu
- Communicate clearly with clients by providing timely updates and maintaining a high level of customer satisfaction
- Escalate issues appropriately while collaborating closely with the Service Coordinator and Service Manager
- Participate in after-hours on-call support rotation
- Contribute to internal documentation, procedures, and process improvement
- Stay current with emerging technologies and industry best practices
Requirements
- Strong troubleshooting, communication, and customer service skills
- Ability to prioritize tasks and adapt quickly in a fast-paced support environment
- Collaborative mindset with a strong sense of accountability and follow-through
- Associate's degree in a computer-related field or at least one year of IT support experience
- A+ Certification required
- Network+ or Security+ certification preferred or willingness to obtain during employment
- MS102 certification to be achieved during employment
- Ability to work full-time remotely during Pacific Time business hours
- Must have a personal cell phone
Benefits & conditions
- $22-$28/hour depending on experience
- Medical, dental, and vision coverage
- 401(k) with company match
- Paid time off and holidays
- Professional development budget
- Fully remote role for U.S.-based candidates
Why Heroic Technologies We believe great support is about more than fixing technical issues. It's about ownership, communication, and creating an exceptional client experience every time. If you're looking for a team that values growth, accountability, and meaningful work, we'd love to hear from you. Powered by JazzHR