Tier 1 Technical Support Specialist

The Service Technician I is a foundational role within our three-tier technical service department. Reporting to the Director of Service Operations, you are responsible for the front-line triage and resolution of service tickets. Utilizing the EOS (Entrepreneurial Operating System) framework, you will focus on personal accountability and professional growth. Your success is measured by your ability to meet Service Leadership, Inc. (SLI) benchmarks, specifically focusing on Resource Utilization and meeting client Service Level Agreements (SLAs).

Core Responsibilities

• Ticket Triage & Resolution: Act as the primary point of contact for incoming service requests. Perform initial triage, document issues thoroughly, and resolve Tier 1 technical problems involving workstations, software, and basic connectivity.
• Client Experience: Deliver an exceptional service experience by maintaining clear, professional, and empathetic communication with clients throughout the ticket lifecycle.
• Operational Accountability: Maintain high standards of time tracking and ticket documentation. Ensure that all work is recorded in real-time to support accurate SLI-based utilization reporting.
• Technical Standardization: Follow established “Runbooks” and technical standards to ensure consistent service delivery. Identify opportunities to improve documentation or automate repetitive tasks in partnership with the DevOps Lead.
• Professional Growth: Participate in weekly Level 10 meetings and commit to continuous learning to progress through the Service Technician tiers. Take ownership of assigned “Rocks” and professional development goals.

Do you have experience in macOS?, * Relevant Experience: 1-2 years of experience in a customer-facing technical support role, preferably in an MSP or fast-paced corporate environment.

• Technical Foundations: Proficiency in troubleshooting Windows/macOS endpoints, Microsoft 365, basic networking, and peripheral hardware. CompTIA A+, Network+, or equivalent certifications are highly preferred.
• Systems Thinking: Ability to follow logical troubleshooting steps and understand how an individual technical issue impacts a client’s broader business operations.
• Communication & EQ: Strong verbal and written communication skills with the ability to build rapport with clients of varying technical backgrounds.
• Data-Driven: A disciplined approach to time entry and documentation, relying on metrics to track personal performance and contributions to the team.

The Ideal Candidate

You are a “hungry learner” who thrives on solving problems and helping people. You possess high energy and an empathetic nature, making you the person clients are relieved to hear from when they have a problem. You are detail-oriented, understanding that clean documentation is just as important as the fix itself. You are looking for a place where you can plant roots, learn the EOS and SLI frameworks from the ground up, and earn your way into higher tiers of technical leadership through hard work, accountability, and operational excellence.

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off
• Employee discount, * 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance