IT Support Specialist (Tier 1)

We are seeking a customer-focused IT Support Specialist (Tier 1) to serve as the first point of contact for our managed services clients. This role is responsible for owning, troubleshooting, and resolving a high volume of end-user issues while maintaining strong communication and documentation standards.

This is not an entry-level role. The ideal candidate has prior help desk or MSP experience and is comfortable independently resolving common technical issues without step-by-step guidance., 1. Customer Support & Issue Resolution:

• Serve as the primary point of contact for client IT issues via phone, email, and ticketing system
• Take full ownership of tickets from intake through resolution or escalation
• Troubleshoot and resolve common hardware, software, and connectivity issues independently
• Escalate appropriately with clear documentation and prior troubleshooting completed
• Escalate unresolved issues to higher-tier engineers in accordance with SLA timeframes

2. Ticket Management:

• Manage a high volume of tickets while meeting defined SLA response and resolution targets
• Accurately document all work performed, including troubleshooting steps and resolution details
• Prioritize workload effectively in a fast-paced MSP environment

3. End User Systems Support:

• Provision and support Windows endpoints, user environments, and common business applications
• Support Microsoft 365 (Exchange Online, Teams, OneDrive), Active Directory, and VPN access
• Perform basic network troubleshooting (DNS, DHCP, connectivity, printers, Wi-Fi)

4. User & Access Management:

• Create, modify, and disable user accounts in Active Directory, Microsoft 365, and other systems
• Troubleshoot authentication, MFA, and access-related issues

5. Monitoring & Escalation:

• Respond to system alerts and proactively address common issues where possible
• Escalate complex issues with sufficient detail to enable efficient Tier 2/3 resolution

6. Documentation & Process Adherence:

• Maintain accurate and consistent ticket documentation
• Contribute to and follow internal SOPs and knowledge base articles, * Consistently meets or exceeds SLA targets
• Maintains clear, thorough ticket documentation
• Resolves most Tier 1 issues without escalation
• Earns positive feedback from clients and internal team members

Do you have experience in Windows support?, * 1-3+ years of experience in a help desk or MSP support role

• Hands-on experience supporting Windows OS and Microsoft 365 environments
• Working knowledge of Active Directory user and group management
• Basic networking knowledge (TCP/IP, DNS, DHCP, VPN concepts)
• Experience using remote support tools and ticketing systems, * Ability to troubleshoot issues independently before escalating
• Strong communication skills with non-technical users
• Comfortable working in a fast-paced, ticket-driven environment
• High attention to detail in documentation and follow-through
• Demonstrated ability to manage multiple priorities without constant oversight

Growth & Development:

This role is designed as a pathway to Tier 2 engineering. Team members who demonstrate strong technical ability, ownership, and client communication skills will have the opportunity to advance into more complex systems and project work.

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Life insurance, * 401(k)
• 401(k) matching
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan