IT Support Specialist Level 1

The IT Support Specialist (Tier 1) is an entry-level technical position at Big Water Tech and plays a vital role in our Network Operations Center (NOC). The NOC is a group focused on resolving alerts remotely for our client base. The L1 position resolves and escalates incoming technical support incidents from clients and remote monitoring and management tools.

This position's job duties and responsibilities help train and prepare the individual for more advanced functions and develop strong teamwork skills with other employees within the company. This position will be working on client's IT projects to help assess, implement, design, configure, and troubleshoot to ensure successful project completion. We're looking for talented individuals who are motivated and eager to evolve or kick start their careers in the IT industry.

The IT Support Specialists are responsible for providing positive front-line communication to clients, triaging service requests, and providing tertiary assistance for more senior technicians. IT Support Specialists will develop a strong understanding of our Network infrastructure standards in this role. Evening or weekend work is rare but may be required for emergency response., You'll gain skills and knowledge in the following areas:

• Networking, understanding packet flow, and TCP session establishment.
• Wired and wireless SMB routers, switches, and firewalls.
• Network configurations including VLANs, NAT, DMZ, and Port Forwarding.
• Microsoft Exchange, Domain Controllers, Active Directory, and Group Policies.
• Installation and service of network-level appliances, including Cloud Voice, email, security, and backup solutions.
• Security services including firewalls, anti-virus, dark web monitoring, social engineering, and more.
• Cisco, Fortinet, and Sonicwall routers, firewalls, and switches.
• Virtualization technologies.
• LAN and WAN technologies.

Do you have experience in Zoom?, Do you have a High school diploma or GED?, Are you a tech-savvy and curious professional looking to work with SMBs? Is attention to detail your superpower? If you're looking to jump-start your IT career, the IT Support Specialist may be for you.

Ideal candidates should be eager to be a part of a security-focused team and grow their technical knowledge. You will develop your knowledge and skills to prepare you for the next step in your career, including cloud voice, phone systems, cybersecurity, networking, and more.

This role requires strong interpersonal and organizational skills and a desire to learn about the industry. Prior knowledge is excellent, but we'll fully train you on our systems and procedures when you start., * Prior experience is great but not required; we're looking for a great fit, and we will train you on everything you need to know.

• Excellent interpersonal communication skills.
• Ability to multi-task, prioritize, manage time effectively, and meet deadlines.
• Strong problem-solving skills and technical interest - you'll need to stay updated on current tech and client needs., Work Remotely: No Education: High school or equivalent (Preferred) Experience: Customer service or help desk: 1 year (Preferred)

Pulled from the full job description

• Health insurance
• Retirement plan
• Paid time off
• Vision insurance
• Dental insurance, * Competitive Pay: $22.50 - $30.00 per hour
• Training & Certification Support: Hands-on training and access to Empath MSP courses, with paid certification exams
• Health, Dental, and Vision Insurance
• Retirement Plan with Company Match
• Paid Time Off and Vacation
• Career Growth: Pathways into Tier 2 or higher support, networking, or IT operations

About Big Water Tech

Based in Southfield, MI, Big Water Technologies is a Technology Success Partner (TSP) helping Michigan businesses keep IT and communications simple, secure, and aligned with business success.

At Big Water Tech, you'll join a team that values learning, collaboration, and professional growth., * Dental insurance

• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

Based in Southfield, MI, Big Water Tech is a Technology Success Partner (TSP) - working with our clients to make their tech work for them. We provide Managed IT Services, Remote Worker Support, Cybersecurity, Cloud Solutions, Cloud Voice, Cabling, and Telecom. Our clients are SMBs; many are in the professional services, manufacturing, and healthcare industries. We work together to make IT simple for local and national businesses. At Big Water Tech, you will be surrounded by a group of intelligent, open-minded, critical thinkers with diverse backgrounds who are committed to learning and development at every level. Join our growing diverse team and help us make 2026 the best year yet!