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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Help Desk Tier 1 Technician - **Company:** Computer Technology Management Services, LLC - **Location:** Akron, OH, United States - **Salary:** $45,000.0 - $55,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Clinical Trial Management Systems, Computer Networks, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Virtual Private Networks (VPN), Microsoft Office, Networking Basics, Azure Active Directory, Remote Infrastructure Management, Remote Service Software, TCP/IP, Wi-Fi Technology, Office365, Computer Equipment, 3-tier Architectures, User Administration - **Published:** July 29, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=2e642ada1caba0ba ## About the Role * High School Diploma or GED * Strong customer service and interpersonal skills * Excellent verbal and written communication abilities * Basic knowledge of Microsoft Windows 10/11 * Familiarity with Microsoft Office and Microsoft 365 applications * Basic understanding of computer hardware and troubleshooting * Basic understanding of networking concepts including TCP/IP, DNS, and DHCP * Strong analytical and problem-solving skills * Ability to prioritize tasks and manage multiple requests in a fast-paced environment * Ability to work independently while contributing positively to a team * Positive attitude with a willingness to learn new technologies Preferred Qualifications * One or more years of Help Desk or IT Support experience * Experience working for a Managed Services Provider (MSP) * Experience using ConnectWise Manage or similar ticketing systems * Experience with ConnectWise Automate, Datto RMM, or other remote management platforms * Experience supporting Microsoft 365 environments * Experience with Active Directory and Microsoft Entra ID * CompTIA A+, Network+, Security+, Microsoft certifications, or equivalent technical certifications What We're Looking For The ideal candidate is someone who: * Enjoys helping people and solving technical problems * Communicates professionally and confidently with clients * Is dependable, organized, and detail-oriented * Maintains a positive attitude under pressure * Is curious and continuously seeks to expand their technical knowledge * Works well both independently and as part of a collaborative team * Takes pride in providing an exceptional customer experience ## Description CTMS is seeking a motivated and customer-focused Tier 1 Help Desk Technician to join our growing Service Desk team. As the first point of contact for our clients, you will provide exceptional technical support while troubleshooting a wide variety of hardware, software, networking, and Microsoft 365 issues. This role is ideal for someone who enjoys solving problems, learning new technologies, and delivering an outstanding customer experience. Working in a Managed Services Provider (MSP) environment means every day brings new challenges and opportunities to expand your technical knowledge while supporting multiple businesses across various industries., * Serve as the first point of contact for client technical support requests via phone, email, remote support, and our ticketing system. * Diagnose and resolve desktop, laptop, printer, mobile device, Microsoft Windows, Microsoft 365, and application-related issues. * Troubleshoot basic networking issues including connectivity, DNS, DHCP, Wi-Fi, and VPN problems. * Document all troubleshooting steps, resolutions, and communications accurately within our ticketing system. * Escalate complex issues to Tier 2 or Tier 3 engineers while providing complete documentation. * Install, configure, and deploy computer hardware, software, and peripheral devices. * Assist with user account management, password resets, Microsoft 365 administration, and Active Directory/Entra ID tasks. * Perform preventative maintenance and system updates as directed. * Educate end users on technology best practices and basic troubleshooting techniques. * Follow established Service Level Agreements (SLAs) and internal procedures. * Collaborate with teammates to continuously improve service quality and client satisfaction. * Participate in technical training and professional development. * Perform additional duties as assigned., * Learn CTMS service desk processes and workflows * Become proficient with our ticketing and remote support tools * Resolve common Tier 1 support requests independently * Build confidence supporting Microsoft 365 and Windows environments * Meet established service response expectations * Deliver exceptional customer service to our clients * Become a valued member of our Service Desk team ## Related Videos - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [MCP Mashups: How AI Agents are Reviving the Programmable Web](https://www.wearedevelopers.com/videos/1392-mcp-mashups-how-ai-agents-are-reviving-the-programmable-web) - [An Applied Introduction to eBPF with Go](https://www.wearedevelopers.com/videos/1075-an-applied-introduction-to-ebpf-with-go) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) - [Fault Tolerance and Consistency at Scale: Harnessing the Power of Distributed SQL Databases](https://www.wearedevelopers.com/videos/1146-fault-tolerance-and-consistency-at-scale-harnessing-the-power-of-distributed-sql-databases) - [Turning Container security up to 11 with Capabilities](https://www.wearedevelopers.com/videos/718-turning-container-security-up-to-11-with-capabilities) ## Related Articles - [What Are The Top Skills Required For Azure Developers?](https://www.wearedevelopers.com/magazine/77-what-are-the-top-skills-required-for-azure-developers) - [Should Tech Managers Be Developers First? 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