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# IT Systems Support Technician - Level 1 - RI

- **Company:** NZE, Inc.
- **Location:** Cranston, RI, United States
- **Salary:** $62,500.0 - $65,000.0
- **Contract:** Franchise
- **Skills:** Microsoft Windows, Business Software, CompTIA Network+, CompTIA Security+, Cyber Security, Issue Tracking Systems, Microsoft Office, Productivity Software, Windows Remote Assistance, Security Information and Event Management, Information Technology, Casper Suite
- **Published:** August 9, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=5d5bef6289b7ba05

## About the Role

* Education: Associate degree in Information Technology, Computer Science, or related field or equivalent work experience.
 * Experience: 2 years of experience in a helpdesk or technical support environment.
 * Skills:
 * Proficient in Microsoft 365 and common business applications.
 * Knowledge in Hosted Exchange.
 * Familiarity with Microsoft productivity applications.
 * Experience with RMM (Remote Monitoring and Management) platforms.

o IT Certifications (e.g., CompTIA Network+, CompTIA Security+, Microsoft Certified, Jamf)

## Description

The IT Systems Support Technician - Level 1 will serve as the point of contact for clients seeking technical assistance during and after regular business hours. Candidate must be able to recognize, troubleshoot and resolve client issues in a timely fashion. Other tasks include handling escalated service request tickets from the Help Desk, project tasks, and deployment upgrades. Excellent communication, problem-solving, and customer service skills are key to success in this role., * Respond to inbound support requests through phone.

 * Provide excellent customer service to our clients and partners.
 * Ability to manage multiple clients and projects simultaneously.
 * Ability to work in a fast-paced environment addressing issues escalated by phone, chat, and ticketing systems.
 * Provide remote assistance to end-users in the use of existing and new technologies, hardware, and software.
 * Understanding of IT security and ability to identify and escalate policy violations.
 * Contribute to company knowledge base and continually work to keep documentation up to date.
 * Resolve support tickets in accordance with defined SLAs (Service Level Agreements).
 * Work with vendors for warranty support or escalated technical issues.
 * Respond to SIEM and Office 365 Security Alerts., Key Performance Indicators for Role:
 * Average Resolution Time

o Average time taken to resolve support tickets

 * Cross-Functional Collaboration

o Participation in cross-team meetings, design sessions, or integration efforts

 * User Satisfaction Score (CSAT)

o Measured via post-resolution surveys

 * Mentorship & Knowledge Sharing

o Contributions to onboarding, documentation, or internal training


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