Service Desk - Tier 1 (Triage) Technician

As a Triage / Tier 1 Service Desk Technician, you will serve as the first line of contact for client support requests. You'll be responsible for logging, assessing, and resolving technical issues-or escalating and dispatching efficiently when necessary. This role is ideal for someone who's enthusiastic about technology, enjoys helping users, and wants to develop their IT skills in a collaborative environment., * Serve as the initial response for incoming support tickets, calls, and emails.

• Create, update, and manage service tickets in the PSA system.
• Diagnose and resolve basic hardware, software, and connectivity issues remotely.
• Provide guidance to users on password resets, login issues, software installations, printer troubleshooting, and updates.
• Maintain detailed documentation of issues and solutions.
• Escalate complex or high-priority issues to higher-tier technicians as needed.
• Dispatch field technicians as needed.
• Support ISP, VoIP, and VPN troubleshooting efforts as part of team response.
• Follow standard operating procedures (SOPs) and utilize Lansight's knowledge base.
• Deliver consistent, high-quality communication and customer service.

• High school diploma or equivalent; some college coursework or IT training preferred.
• 1+ year of technical support or help desk experience.
• Fundamental understanding of computer systems, Windows operating systems, and Microsoft 365.
• Basic networking knowledge (IP, DNS, VPN, firewalls).
• Excellent troubleshooting, documentation, and communication skills.
• Strong organizational skills with the ability to manage multiple tickets simultaneously.
• Reliable, self-starter attitude with a willingness to learn., * CompTIA A+ or Network+ Certification.
• Previous experience in an MSP environment.
• Familiarity with remote monitoring and management (RMM) and PSA tools.
• Criminal Justice Information System (CJIS) Certification a Plus

• Base Salary
• Health, dental, and vision insurance
• 20 days of paid time off (vacation + sick days)
• Paid company holidays
• Annual bonus eligibility based on performance
• Certification reimbursement and professional development support

Work Environment This is a full-time, onsite position based in Coral Gables, FL. Technicians should be comfortable working at a desk for extended periods, using a computer, phone, and remote support tools daily.

Pay: $40,000.00 - $55,000.00 per year, * Health insurance

• Paid time off
• Professional development assistance

Lansight Technology LLC is a Miami-based Managed IT Service Provider (MSP) supporting small and medium-sized businesses with dependable technology consulting, cybersecurity, and remote IT management. We are dedicated to simplifying IT for our clients while delivering exceptional service. Our team values responsiveness & teamwork.