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# IT Support Technician (Tier 1 Help Desk)

- **Company:** FRAMEWORK IT, LLC
- **Location:** Chicago, IL, United States
- **Experience:** Starter
- **Salary:** $55,000.0 - $63,000.0
- **Contract:** Permanent contract
- **Skills:** Wireless LAN, Artificial Intelligence, Antivirus Softwares, Desktop Computing, Internet Message Access Protocols, Post Office Protocol, Server Supported Gaming
- **Published:** October 8, 2026
- **Apply:** https://www.careerjet.com/jobad/usd98b80793c19adebf824c4cc0424476e

## About the Role

* 1-2 years of IT troubleshooting experience supporting computers, networking, or server infrastructure
 * Strong knowledge of PC/Mac, printing, end-user applications, and basic networking/server support
 * Experience with cabling, ISP installation, WLAN, antivirus, mobile devices, and email
 * Excellent communication skills with a service-oriented mindset
 * Ability to lift and move light hardware (up to 50 lbs)
 * Valid driver's license and reliable vehicle
 * High School Diploma/GED
 * Flexibility for hybrid schedule and extended support hours as needed

Preferred:

 * Certifications: A+, Network+, MCP, or CCENT
 * MSP Experience: Minimum 1 year at a Managed Service Provider
 * PSA Platform: Familiarity with ConnectWise suite
 * AI Usage: Familiarity with using AI tools

How We Measure Success

 * Timely ticket resolution with clear, consistent client communication
 * High-quality documentation and adherence to workflows
 * Successful tool deployments with positive user feedback
 * Proactive issue prioritization and follow-through
 * Reliable onsite and on-call participation
 * Accurate, punctual timesheet submission, If you're energized by solving problems, serving clients, and growing your skills in a collaborative, fast-growing MSP environment, we want to hear from you!

## Description

We're seeking an IT Support Analyst I to deliver responsive, high-quality technical support to our clients. This role is the perfect blend of technical troubleshooting and exceptional customer service. You'll be the first line of support, helping end-users solve problems, onboard new clients, and ensuring our service delivery remains best-in-class.
Work Model: Hybrid schedule with mostly work-from-home flexibility, some scheduled office time, and up to 25% onsite visits to client locations.
What You'll Do
Deliver Frontline Support

 * Handle service tickets and incoming hotline calls with expert care
 * Communicate clearly with clients on ticket status, progress, and resolutions
 * Prioritize by urgency and follow internal workflows to ensure timely resolution
 * Test all work thoroughly and involve clients in acceptance testing

Troubleshoot & Resolve

 * Support connectivity and email (Internet, applications, file shares, POP3, IMAP, Exchange)
 * Provide workstation support: hardware, OS patches, drivers, and OS rebuilds
 * Deliver PC/Mac and printing support across various end-user applications
 * Fulfill moves, adds, and changes while maintaining existing systems

Deploy & Educate

 * Deploy remote monitoring and management tools during client onboarding
 * Train end-users on opening tickets and engaging with support services

Support Onboarding & Installations

 * Pre-configure and install equipment for onsite deployments
 * Document all new equipment and account information thoroughly

Document & Administer

 * Create comprehensive documentation, checklists, training materials, and standards
 * Submit timely, accurate timesheets with appropriate billable detail
 * Participate in occasional on-call coverage (approximately once per quarter)