IT Support Technician (Level 1)

This position will be primarily based full-time onsite at a Ghost Pepper Technologies client location in the West Chester, OH area, with occasional work at other client locations as needed. This is not a remote position.

This is not a traditional call-center help desk role. You will work directly with users and gain hands-on experience with a wide range of technologies including Windows and Apple devices, Microsoft 365, networking, servers, cybersecurity, mobile device management, and business applications.

This is a great opportunity for someone who enjoys troubleshooting, working with people, and developing into a well-rounded IT professional.

What You’ll Do

• Provide friendly, professional technical support to end users
• Troubleshoot Windows 11 desktops and laptops
• Support Macs, iPhones, and iPads
• Support Microsoft 365, Outlook, Teams, OneDrive, Entra ID, and user accounts
• Set up users, computers, mobile devices, printers, monitors, and other equipment
• Perform new-user onboarding and employee offboarding
• Troubleshoot applications, printers, Wi-Fi, VPN, DNS, DHCP, and general connectivity issues
• Assist with switches, wireless access points, firewalls, and other networking equipment
• Assist with Windows Server, Active Directory, and infrastructure work
• Work with endpoint management, antivirus, cybersecurity, mobile device management, and remote support tools
• Respond to and manage support tickets from initial report through resolution
• Maintain clear and accurate ticket notes and technical documentation
• Communicate clearly with users regarding issues, progress, and resolutions
• Escalate issues when appropriate while continuing to take ownership of the problem
• Assist with technology projects and deployments as needed, Because Ghost Pepper Technologies is an MSP, you will have the opportunity to gain experience across a much broader range of technologies than you would typically see in a traditional internal help desk position.

As your skills grow, you will have opportunities to take on increasingly complex Microsoft 365, networking, server, cybersecurity, and infrastructure work.

You do not need to know everything on day one. Practical troubleshooting ability, communication skills, reliability, and willingness to learn are more important to us than having a long list of certifications.

Candidates should have:

• Working knowledge of Windows 11
• Familiarity with Microsoft 365
• Basic understanding of networking concepts including IP addressing, DHCP, DNS, Wi-Fi, switches, and routers
• Strong troubleshooting and problem-solving skills
• Strong written and verbal communication skills
• Ability to explain technical information clearly to non-technical users
• Excellent customer service and desk-side manner
• Ability to work independently while staying connected with the rest of the technical team
• Willingness to learn unfamiliar technologies and troubleshoot problems you have not encountered before
• Professional demeanor when working directly with clients
• Valid driver’s license and reliable transportation
• Ability to travel to client locations throughout the Greater Cincinnati area
• Ability to pass a background check

Preferred Experience

Experience with any of the following is a plus:

• MSP, help desk, desktop support, field technician, or other professional IT support experience
• Microsoft 365 administration
• Entra ID / Azure AD
• Active Directory
• Windows Server
• Networking and Wi-Fi troubleshooting
• Ubiquiti / UniFi networking equipment
• RMM platforms
• PSA or ticketing systems
• Endpoint security and antivirus platforms
• Apple devices
• Mobile device management
• Microsoft Intune
• CompTIA, Microsoft, or similar certifications

The Person We’re Looking For

We want someone who takes ownership of problems, troubleshoots logically, communicates clearly, documents their work, and knows when to ask for help.

You should enjoy working directly with users and be comfortable moving between different technical problems throughout the day.