Tier 1 Technical Support Specialist

The Tier 1 Service Desk Technician serves as the first point of contact for Cybertools’ managed services clients while also supporting workstation deployments, software installations, user onboarding, inventory management, and field service activities.

This role is responsible for delivering exceptional customer service, resolving first-level technical issues, preparing computers, performing Adds, Moves & Changes (AMC), maintaining accurate documentation, assisting with hardware logistics, and ensuring all work is completed according to Cybertools’ Service Delivery standards.

The ideal candidate enjoys working directly with customers, has excellent troubleshooting skills, takes pride in delivering a professional customer experience both remotely and onsite, and demonstrates a strong attention to detail and operational excellence.

Primary Responsibilities

Customer Support

• Serve as the first point of contact for incoming support requests.
• Provide exceptional customer service over phone, email, and remote support sessions.
• Log, categorize, prioritize, and document all service requests within ConnectWise Manage.
• Troubleshoot Windows desktop operating systems and Microsoft 365 applications.
• Resolve common issues involving printers, networking, email, remote access, VPN, and VoIP.
• Escalate issues to Tier 2 when appropriate.
• Maintain accurate ticket documentation and time entries.
• Provide proactive communication and status updates to customers throughout the ticket lifecycle.

Workstation Deployment & Imaging

Prepare new computers for customer deployment by:

• Installing Windows updates
• Updating BIOS and firmware
• Joining Microsoft Entra ID / Active Directory
• Installing Microsoft Office
• Installing Microsoft Defender
• Installing RMM agents
• Installing backup agents (where applicable)
• Installing customer-specific software
• Configuring Outlook, Teams, OneDrive, printers, mapped drives, VPN, and email signatures
• Performing quality assurance testing
• Asset tagging equipment
• Updating IT Glue documentation

Every workstation should be delivered fully operational on Day One.

Additionally, responsibilities include:

• Receiving and inspecting incoming hardware shipments.
• Logging new equipment into asset tracking systems.
• Preparing and staging equipment for deployment.
• Maintaining the workstation imaging bench and staging areas.
• Keeping hardware inventory organized and secure.
• Processing vendor warranty returns (RMA) and defective equipment.
• Assisting with secure disposal of retired equipment in accordance with company policy.

Software Installation

Install and configure:

• Microsoft Office
• Adobe Acrobat
• Microsoft Teams
• Microsoft Visio
• Microsoft Project
• Web browsers
• VPN software
• Print software
• Line-of-business applications
• Security applications
• Customer-specific software

Verify proper licensing, functionality and documentation before completing the ticket.

Adds, Moves & Changes (AMC)

Perform customer requests including:

• New employee onboarding
• Employee account changes
• User account creation
• Microsoft 365 licensing
• Shared mailbox changes
• Distribution list management
• Printer deployments
• Device replacements
• Basic Active Directory administration
• Microsoft 365 administration

Follow Cybertools’ standardized AMC workflows and documentation procedures.

Field Service

Travel to customer locations when required to:

• Deploy workstations
• Install monitors and docking stations
• Replace desktops and laptops
• Install printers
• Troubleshoot onsite issues
• Perform basic network troubleshooting
• Assist with office relocations
• Install and patch network cabling
• Organize workstation and network cabling using company standards
• Perform basic cable tracing and testing
• Provide customer-facing technical support

Represent Cybertools professionally while onsite.

Documentation

Maintain accurate documentation by:

• Updating IT Glue
• Recording asset information
• Documenting passwords according to company policy
• Updating network information
• Recording workstation configurations
• Completing ticket notes
• Entering labor accurately
• Maintaining inventory records
• Recording equipment deployments and returns

Security Responsibilities

Assist with:

• MFA setup
• Password resets
• User verification
• Microsoft Defender monitoring
• Basic cybersecurity best practices
• Escalating suspected security incidents immediately
• Following company security policies and procedures

Service Delivery Responsibilities

Support the Service Delivery department by:

• Following established SOPs
• Completing required checklists
• Meeting SLA requirements
• Maintaining documentation standards
• Participating in quality assurance reviews
• Participating in ongoing technical training
• Supporting continual process improvement
• Participating in the rotating on-call schedule as assigned.
• Responding to after-hours emergency support requests and critical system alerts within established service level objectives.
• Maintaining readiness during assigned on-call rotations, including reliable phone and internet connectivity.

• Windows 10/11
• Microsoft 365
• Microsoft Entra ID (Azure AD)
• Active Directory
• Microsoft Exchange Online
• Microsoft Teams
• OneDrive
• Basic networking (TCP/IP, DNS, DHCP)
• VPN technologies
• VoIP systems
• Printer troubleshooting
• ConnectWise Manage (preferred)
• IT Glue (preferred)
• RMM platforms
• Microsoft Defender

Soft Skills

The successful candidate will demonstrate:

• Excellent customer service
• Strong verbal and written communication
• Professional appearance and attitude
• Strong organizational skills
• Ability to multitask in a fast-paced MSP environment
• Ability to prioritize effectively
• Positive team attitude
• Desire to learn
• Accountability
• Attention to detail
• Dependability and professionalism
• Strong work ethic and initiative

Physical Requirements

• Ability to lift up to 50 lbs.
• Ability to install desktop equipment.
• Ability to crawl under desks and workstations.
• Valid driver’s license with reliable transportation.
• Maintain personal automobile insurance meeting company requirements.
• Mileage reimbursement will be provided in accordance with company policy.
• Ability to travel to customer locations throughout the service area.
• Ability to carry computer equipment, monitors, printers, and networking equipment.

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Fundamentals (MS-900, AZ-900)
• Microsoft Modern Desktop Administrator (preferred)
• ConnectWise certifications (preferred), * Tier 1: 3 years (Preferred)

Pulled from the full job description

• Mileage reimbursement
• Professional development assistance
• Health insurance
• Vision insurance
• Dental insurance, * Dental insurance
• Health insurance
• Professional development assistance
• Vision insurance