Tier 1 Technical Support Specialist

The Tier 1 IT Support Technician serves as the first point of contact for client support requests. This position provides exceptional customer service, diagnoses and resolves technical issues, documents support activities, and escalates complex issues as needed. The ideal candidate is customer-focused, technically curious, detail-oriented, and eager to grow into advanced systems administration and engineering responsibilities.

Client Support

• Serve as the first point of contact for client support requests via phone, email, and ticketing system.
• Provide professional, courteous, and timely customer service.
• Troubleshoot Windows, Microsoft 365, printers, Outlook, password resets, MFA, mobile devices, networking, and VPN issues.
• Create, update, and manage support tickets.
• Document troubleshooting steps and resolutions.

User Account Administration

• Create, modify, disable, and remove user accounts.
• Manage passwords and permissions.
• Assist with Microsoft 365 administration.
• Assist with Active Directory and Entra ID user management.
• Configure and support mailboxes and distribution groups.

Device Deployment and Maintenance

• Configure and deploy workstations, laptops, mobile devices, and printers.
• Install operating systems, software, and security tools.
• Perform onboarding and offboarding tasks.
• Maintain asset inventories and documentation.
• Perform routine maintenance and updates.

Monitoring and Alert Response

• Monitor client systems using RMM tools.
• Respond to alerts and perform basic remediation.
• Escalate complex issues to Tier 2 or Tier 3 personnel.
• Assist with endpoint security and compliance efforts.

Documentation

• Maintain accurate client documentation.
• Create and update knowledge base articles.
• Follow documentation and change management procedures., * Troubleshoot advanced Microsoft 365 issues.
• Assist with server administration and maintenance.
• Support Active Directory Group Policy implementation.
• Assist with Azure/Entra administration.
• Configure switches, firewalls, and wireless networks under supervision.
• Participate in client projects and migrations.
• Perform root-cause analysis of recurring issues.
• Assist with cybersecurity implementations and remediation efforts.

Desired Certifications

Tier 1: CompTIA A+, CompTIA Network+, Microsoft Fundamentals Certifications.

Success Metrics

• Meet ticket response and resolution SLAs.
• Maintain high client satisfaction scores.
• Produce accurate documentation.
• Demonstrate continual technical growth.
• Escalate issues appropriately.
• Contribute positively to team and client relationships.

High school diploma or equivalent required. Associate degree in Information Technology or related field preferred.

• 1+ year of IT support experience preferred.
• MSP experience preferred, but not required.
• Working knowledge of Windows 10/11, Microsoft 365, DNS, DHCP, TCP/IP, VPN, remote support tools, ticketing systems, endpoint security, and hardware troubleshooting.
• Strong customer service, communication, and organizational skills., Ability to lift and carry equipment up to 50 pounds. Ability to work at client sites as needed. Reliable transportation and valid driver's license.

Pulled from the full job description 401(k) matching Paid time off, * 401(k) matching

• Paid time off