Support Desk Technician

• Empathetic Troubleshooting: Actively listen to client concerns to diagnose hardware, software, and networking issues; provide clear updates in “plain English” (no jargon).
• Remote & On-Site Support: Resolve technical issues efficiently via phone and remote tools, with occasional local travel for on-site hardware deployments.
• Client Advocacy: Identify recurring technical frustrations and recommend long-term solutions to improve the client’s daily experience.
• Documentation Excellence: Create and update internal and client-facing “Knowledge Base” guides and FAQs to help users navigate their systems.
• System Maintenance: Manage IT asset inventory and ensure systems stay updated with the latest security patches and configurations.
• Technical Stack Support: Assist with the configuration and support of VoIP systems (3CX), firewalls (SonicWall), and Microsoft environments (Office 365 / Windows Server).

We are seeking a Support Desk Technician who is a natural problem-solver with a “service-first” heart. In this role, your success is measured by two things: your ability to resolve technical issues and the professional, empathetic experience you provide the client.

The ideal candidate is a self-motivated “technical translator”-someone who can solve complex networking or software issues while keeping the client calm, informed, and valued. If you have a passion for technology and a “hospitality-first” mindset, you’ll thrive in our fast-paced environment., * Experience: 1-3 years of experience in setting up and troubleshooting PC/laptop hardware and Windows 10/11 operating systems.

• Service Mindset: Proven ability to handle stressful situations calmly with excellent phone etiquette and a positive attitude.
• Communication: Strong oral and written communication skills; ability to explain complex IT concepts to non-technical users.
• Mobility: Must have a valid driver’s license and reliable transportation for occasional local client site visits.
• Physical Ability: Ability to lift up to 50 lbs (servers, UPS units) and perform hands-on tasks like cabling under desks or mounting equipment.
• Tech Pluses: Experience with ticketing systems (Zendesk, ManageEngine), O365 Administration, Ubiquiti products, VLANs, or Active Directory is a major plus., We aren’t just looking for “fixers”; we are looking for teammates. We value punctuality, a professional appearance, and a collaborative spirit. If you are a quick learner who loves solving puzzles and helping people, we want to hear from you.

401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, Life insurance, * Schedule: Standard 8-hour day shifts, Monday-Friday.

• On-Call: Rotating on-call availability required.
• Benefits: Health, Dental, Vision, and Life Insurance; 401(k) with company matching; Paid Time Off (PTO)., * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Compensation Package:

• Hourly pay

NextLevel IT is a growing Managed Service Provider (MSP) based in Mobile, AL. We don’t just fix computers; we support the people who use them. We specialize in delivering high-quality professional IT support to businesses (B2B Services), ensuring their operations run smoothly and efficiently. Our team thrives on solving technical challenges and enhancing the overall client experience.