IT Service Desk Level 1 Engineer

The Level 1 Field Services Technician provides front-line technical support for client systems, devices, and networks within Eakes’ Managed IT division. This role is responsible for handling day-to-day service tickets, performing basic troubleshooting, and assisting in the maintenance of IT environments for our managed clients., · Contribute to a workplace culture consistent with Eakes’ mission, vision, and values.

· Demonstrate strong interpersonal and communication skills to ensure excellent client satisfaction.

· Respond to and resolve service tickets in the company’s PSA/ticketing system, ensuring all work is properly documented and time-tracked.

· Use Remote Monitoring and Management (RMM) tools to review alerts, perform maintenance tasks, and assist with patching or updates.

· Provide Level 1 technical support for desktops, laptops, printers, and network-connected devices in both onsite and remote settings.

· Assist senior engineers with network and server maintenance, deployments, and troubleshooting.

· Support users with Microsoft 365 account management, email setup, and related productivity tools.

· Perform basic diagnostics for connectivity, performance, and software issues, escalating complex cases when appropriate.

· Maintain accurate asset and configuration documentation within internal systems.

· Follow established workflows and contribute to the improvement of documentation, checklists, and standard operating procedures (SOPs).

· Participate in scheduled on-call rotations or after-hours maintenance windows as needed.

· Demonstrate professionalism and high emotional intelligence (EQ) when interacting with customers and peers.

· Stay current on emerging technologies, MSP tools, and best practices through ongoing learning and training opportunities.

· Perform other duties and assist with projects as assigned by management or senior technical staff.

Ideal candidates will have some experience working in a Managed Service Provider (MSP) environment and be familiar with key tools such as ticketing systems, Remote Monitoring & Management (RMM) platforms, and Microsoft 365 administration. The position involves supporting desktops, laptops, printers, and network-connected devices, as well as escalating more complex issues to senior engineers when appropriate.

This is a full-time position with wages based on experience and certifications. The ideal candidate is detail-oriented, eager to learn, and comfortable working both independently and alongside other technical staff in client-facing situations., · Certification in at least one IT discipline relevant to this position (e.g., CompTIA A+, Network+, Microsoft certification, etc).

· 2-3 years of hands-on IT support experience, preferably in a Managed Service Provider (MSP) or multi-client environment.

· Familiarity with common MSP tools such as ticketing systems, Remote Monitoring & Management (RMM) platforms, and remote support utilities.

· Basic understanding of Microsoft 365 administration, Windows operating systems, and standard business network environments.

· Strong written and verbal communication skills, with the ability to clearly document work performed and communicate effectively with clients and teammates.

· Self-motivated and able to work independently while following established processes and escalation paths.

· Valid driver’s license and reliable transportation for on-site client visits.

· Willingness to occasionally work evenings or weekends during scheduled maintenance or on-call rotations.

Preferred Qualifications: We are willing to provide additional training on the technologies and services below, but you should already have a solid understanding of core IT support fundamentals.

· Basic understanding of Windows Server environments (2016 and newer), including common functions such as user management, file shares, and permissions.

· Familiarity with Active Directory, Group Policy, DNS, and DHCP concepts and how they relate to day-to-day troubleshooting.

· Experience installing Windows updates, security patches, and basic system maintenance on desktops and laptops.

· General knowledge of networking concepts such as IP addressing, subnetting, and connectivity troubleshooting.

· Exposure to configuring or supporting common network hardware (switches, routers, wireless access points).

· Experience working with security firewalls or UTM devices (WatchGuard, Meraki, or similar) is a plus.

· Familiarity with Microsoft 365 administration (licensing, mailbox setup, password resets, MFA configuration).

· Understanding of backup concepts and data recovery basics (local and cloud-based). · Exposure to VoIP or cloud-hosted phone systems preferred.

· Ability to learn new technologies quickly and apply that knowledge in client environments.

· Comfortable working both independently and as part of a team, occasionally assisting or learning from senior technicians.

· Able to lift, push, and pull IT equipment up to 50 pounds when deploying or servicing hardware on-site.

Pulled from the full job description

• Parental leave
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Vision insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Relocation assistance
• Retirement plan
• Vision insurance