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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # IT Support Technician - Tier 1 - **Company:** DE-VINE IT, INC. - **Location:** St. Petersburg, FL, United States (Remote available) - **Salary:** $43,680.0 - $45,760.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Online Services, Business Software, Microsoft Outlook, Computer Literacy, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Internetworking, Virtual Private Networks (VPN), Local Area Networks, Windows Servers, Networking Basics, Professional Services Automation, Azure Active Directory, Microsoft SharePoint, Transmission Control Protocol (TCP), Virtual Local Area Networks, Wireless Access Point, Wi-Fi Technology, Network Routers, ServiceNow IT Service Management, Office365, Peripherals, Firewalls (Computer Science), Laptops, User Accounts - **Published:** September 7, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=108ef5300bc45d81 ## About the Role Previous experience working in IT is strongly preferred, particularly in a helpdesk or MSP environment. However, we're willing to consider candidates with relevant IT education, certifications, homelab experience, or other demonstrated technical knowledge who are ready to build their career in IT., * Previous IT support experience or relevant IT education, certifications, training, or demonstrable hands-on technical experience. * Strong foundational knowledge of computers, Windows, networking, and common business technology. * Excellent verbal communication skills and the confidence to work directly with clients over the phone. * Strong written communication skills, including the ability to write clear, professional emails and ticket updates. * Strong customer service skills and patience when working with users of varying technical abilities. * Ability to troubleshoot methodically rather than immediately escalating unfamiliar problems. * Ability to document troubleshooting steps and technical information clearly. * Ability to work independently and remain productive in a primarily remote environment, while knowing when to collaborate with or ask for help from the rest of the team. * Willingness to ask questions, accept feedback, learn, and continuously improve. * Valid driver's license, current auto insurance, and reliable transportation. * Ability to travel to client locations as needed. * Ability to perform occasional physical IT work, including lifting and moving equipment and using a ladder. Preferred Previous MSP or IT helpdesk experience is especially valuable. Experience or familiarity with any of the following is also a plus: * Microsoft Windows 10/11 * macOS * Microsoft 365 administration * Outlook, Teams, OneDrive, and SharePoint * Microsoft Entra ID / Azure AD * Windows Server and Active Directory * Basic TCP/IP networking, DHCP, DNS, VLANs, VPNs, and Wi-Fi * Firewalls, switches, routers, and wireless access points * Remote Monitoring and Management (RMM) tools * Professional Services Automation (PSA) or IT ticketing systems * Endpoint security and antivirus/EDR platforms * Backup and disaster recovery solutions * IT documentation platforms * Supporting users in an MSP or other multi-client environment, We aren't looking for someone who already knows everything. We're looking for someone with a strong technical foundation, excellent communication skills, a desire to keep learning, the discipline to work effectively in a primarily remote environment, and the ability to make the team stronger. ## Description This is a client-facing helpdesk position, so we're looking for someone who brings both sides of IT support to the table: technical troubleshooting skills and excellent communication. You'll spend most of your day helping real people solve real problems, whether that's over the phone, through support tickets, remotely, or occasionally at a client's office. What Success Looks Like We believe this position can be summed up with three primary responsibilities: 1. Resolve Client Issues Own the technical issues assigned to you and work them toward resolution. Troubleshoot methodically, use the resources and team around you, and escalate appropriately when additional expertise is needed. 2. Communicate Clearly and Consistently Make sure clients always understand what is happening with their issue. Be professional and articulate on the phone, provide clear written updates, set expectations, and keep clients informed until their issue is resolved. 3. Document the Work Leave every ticket better than you found it. Accurately document the issue, troubleshooting performed, actions taken, and resolution so another technician can understand exactly what happened and continue the work if necessary. How do you know you're doing a good job? Are you resolving issues? Are you communicating clearly? Are you documenting your work? If the answer is yes to all three, you're doing your job well., We're a small team, which means your contribution matters. We train constantly, learn from one another, promote from within whenever possible, and expect everyone to continue developing their skills. Our core values are Trust, Care, Kaizen (Continuous Improvement), and Humility. They're not just words hanging on a wall. They're expectations for how we work with our clients and with each other. When we sell our services to a client, we aren't selling them one technician. We're selling them the strength of the team. What You'll Do This is a hybrid position based in the St. Petersburg, Florida area. Our team currently works primarily from home, with our St. Petersburg office available for employees when needed. Team members must also be available to work from the office when required. Our working arrangement may change in the future based on the needs of the company, including a return to regular in-office work. Most of your time will be spent providing remote support to our clients, with up to approximately 20% of the role involving onsite work at client locations as needed. Typical responsibilities include: * Answer inbound support calls and work incoming support tickets from clients while working remotely or from our St. Petersburg office. * Communicate clearly, professionally, and confidently with end users over the phone and through email. * Troubleshoot Windows and Mac workstations, common business applications, printers, peripherals, and other endpoint issues. * Troubleshoot basic network and connectivity issues involving Wi-Fi, LANs, VPNs, DNS, and internet connectivity. * Support Microsoft 365 applications and services, including Outlook, Teams, OneDrive, and SharePoint. * Create and configure user accounts, permissions, Microsoft 365 services, and Multi-Factor Authentication. * Prepare, configure, deploy, and troubleshoot desktop and laptop computers. * Install operating systems, applications, updates, and client-specific software. * Perform remote troubleshooting and support using our management and support tools. * Escalate issues appropriately when they require additional expertise while providing the next technician with clear documentation of what has already been attempted. * Create and maintain accurate technical documentation and detailed ticket notes. * Travel to client locations throughout the Tampa Bay area as needed for endpoint deployments, troubleshooting, installations, networking, printers, and occasional cabling. * Assist senior technicians with networking, server, security, backup, and infrastructure work as opportunities arise. * Participate in ongoing training and continuously develop your technical skills. * Accurately track and submit time associated with client and internal work.