Onsite Support Services Technician T1

At True North, we are revolutionizing Healthcare Information Technology through proactive, client-focused managed services. As a Tier 1 Support Services Technician, you will be the first point of contact for our clients, providing prompt, professional resolution to everyday IT issues and ensuring a positive experience from the start.

The Onsite Support Technician L1 will work at a client's site, helping them achieve and maintain their IT infrastructure needs. She/He is responsible for working closely with clients and cross-functional support teams to manage and maintain the local and wide area network technology used by our clients. This position involves using both technology and business skills in support of our client's systems. The position requires some network administration knowledge, in-depth workstation understanding and management for both Windows and Mac operating systems, attention to detail, business intuition, excellent verbal and written skills, and the ability to professionally present ideas to all levels of the corporate structure.

This role is ideal for a motivated technical generalist who thrives on helping users, quickly diagnosing problems, and escalating when needed-all while leveraging AI-assisted tools, automated diagnostics, and knowledge bases to streamline triage and deliver efficient support. You'll contribute directly to client success in a dynamic environment with growth opportunities., * Serve as the primary responder for incoming tickets via ConnectWise, phone, or email

• Utilize AI-enhanced ticketing features, automated scripts, and diagnostic tools to quickly identify and resolve common issues
• Troubleshoot and resolve Tier 1 technical problems (e.g., password resets, connectivity, software installation) within established SLAs
• Communicate clearly and proactively with clients: updating on progress, managing expectations, and notifying of changes
• Accurately document issues, resolutions, and client interactions in ConnectWise
• Prioritize and review open support requests, escalating complex issues to Tier 2/3 with detailed notes
• Provide user guidance on standard tools and best practices to prevent future issues
• Ensure basic security and privacy compliance in all interactions
• Deliver outstanding customer service to help clients succeed through timely, empathetic support

Do you have a valid Driver's License license?, Do you have experience in macOS?, Do you have a Associate's degree?, * Associate's or Bachelor's degree in Computer Science, Information Technology, or equivalent experience

• 1-2+ years of relevant IT support experience (help desk or similar)
• Foundational knowledge of networking (TCP/IP, DNS, DHCP, switches, routers, firewalls, wireless)
• Familiarity with modern end-user environments: Microsoft 365, Windows/macOS, basic Microsoft Entra ID, and cloud applications
• Awareness of AI-assisted support tools and basic automation in ticketing systems
• Strong interpersonal skills: clear communication, active listening, and professional demeanor
• Excellent diagnostic and multitasking abilities in a fast-paced setting
• Self-motivated with a proactive mindset and eagerness to learn emerging technologies
• Understanding of IT service delivery, SLAs, and documentation best practices
• Good knowledge of internet security, data privacy principles, and healthcare compliance basics (e.g., HIPAA awareness)
• Ability to pass a background check
• Ability to lift 50+ pounds
• A valid US driver's license to join our team., * Experience working in a managed service provider (MSP) environment.
• Direct experience supporting healthcare organizations or clinical applications.
• Entry-level certifications such as:
• CompTIA A+ or Network+
• Microsoft 365 Certified: Fundamentals
• ITIL Foundation
• Prior experience with ConnectWise or similar PSA tools

You will stand heads and shoulders above everyone if you have experience with Natus SleepWorks PSG Software.

Pulled from the full job description

• 401(k) 4% Match
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account, * 401(k)
• 401(k) 4% Match
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Vision insurance