Level I IT Bench Technician

• Provide remote and onsite technical support for client environments, serving as a primary point of contact for end-user technical issues and requests.
• Troubleshoot, diagnose, and resolve issues involving Microsoft 365, Windows/macOS systems, mobile devices, networking, cloud services, and modern MDM platforms.
• Install, configure, image, deploy, and maintain workstations and related hardware, including operating systems, software deployments, Active Directory/Azure AD integration, and standardized client configurations.
• Develop and maintain client-specific workstation images and deployment processes to streamline onboarding, replacements, and equipment provisioning.
• Perform regular maintenance and support for computer systems, networks, software, and related IT infrastructure.
• Document incidents, resolutions, configurations, and support activity accurately within ticketing and documentation systems.
• Communicate clearly and professionally with clients and internal teams, providing technical guidance and status updates to both technical and non-technical users.
• Collaborate with engineering and support teams to escalate issues, improve processes, maintain client environments, and enhance service delivery standards.
• Identify opportunities for operational and technical improvements, contribute to process documentation, and support continuous improvement initiatives.
• Ensure all work is completed in alignment with company standards, security practices, and client service expectations while maintaining a high level of customer satisfaction.

Do you have experience in Customer communication?, * 4-5+ years of hands-on IT support experience, preferably within a Managed Service Provider (MSP) environment.

• Strong working knowledge of Microsoft 365 administration and support.
• Experience supporting Windows, macOS, iOS, and mobile device environments.
• Hands-on experience with Microsoft Intune, Apple Business Manager, or other MDM platforms.
• Solid understanding of standard PC support, cloud services, and endpoint troubleshooting.
• Experience deploying, imaging, configuring, and supporting workstations and related hardware.
• Familiarity with Active Directory, Azure AD/Entra ID, user account management, and domain integration.
• Ability to diagnose and resolve technical issues independently using remote troubleshooting tools and methodologies.
• Strong documentation skills with experience using ticketing and IT documentation systems.
• Excellent verbal and written communication skills with the ability to support non-technical users professionally and patiently.
• Strong organizational skills with the ability to manage multiple priorities and follow established processes.
• Experience with any of the following is a plus:
• ConnectWise Manage
• Continuum (or similar RMM)
• IT Glue
• CompTIA and Microsoft certifications preferred
• Must be a US citizen
• Must be able to work in office Monday-Friday, 8-5, EST

What We're Looking For

We're looking for someone who is:

• Strong in MSP-style support environments
• Self-motivated and dependable
• Comfortable working independently
• Professional and client-focused
• Interested in continuous learning and growth, * Managed Services: 3 years (Required)

Language:

• English Clearly (Required)

Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance
• Life insurance, * $45,000 - $55,000 base salary
• Monday-Friday schedule, 8:00 AM - 5:00 PM
• Monthly On Call with stipend
• 14 days PTO to start
• 8 paid holidays
• Birthday off
• Full home office setup provided
• Budget for training and certifications, If you're looking for a company that values technical excellence, process improvement, and work-life balance, we'd love to hear from you.

Job Type: Full-time

Pay: $45,000.00 - $55,000.00 per year, * 401(k)

• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Concertium is a Managed IT & Security, Risk & Compliance Services Provider focused on delivering exceptional support while maintaining a healthy work-life balance for our team. We are engineer-driven, automation-focused, and committed to building efficient processes that prevent technician burnout.