Service Technician Tier 1

This is an in-office role that serves as the front line of client support, responsible for resolving end-user issues efficiently while reinforcing confidence through clear communication and consistent execution. The Service Technician T1 is responsible for restoring end-user productivity, maintaining clear documentation, and executing standard service processes with consistency. This role is ideal for someone who can follow defined procedures, communicate effectively, and deliver reliable outcomes within a defined scope.

Key Responsibilities

· Own resolution of end-user service issues within Tier 1 scope

· Own client communication for assigned work, ensuring expectations and timelines are clearly set and maintained

· Own ticket documentation quality, ensuring all work and context are captured clearly

· Identify risk early and escalate when resolution, timelines, or expectations are at risk

· Execute within defined service standards to ensure consistent delivery

· Demonstrate sound judgment within role scope, troubleshooting effectively prior to escalation

· Restore end-user productivity by resolving common, repeatable issues using standard processes

· Support identity and access functions including password resets, user changes, and MFA processes

· Execute user onboarding and offboarding tasks

· Troubleshoot workstation, OS, and peripheral issues

· Support endpoint security tasks including antivirus and MFA troubleshooting

· Troubleshoot mobile device connectivity and basic issues

· Support email and Microsoft 365 user-level issues including profiles, delivery rules, and spam

· Troubleshoot printing, scanning, and driver issues

· Troubleshoot client-side networking including VPN, DNS, and connectivity issues

· Support user-level telephony issues including softphones and call routing

· Participation in the After Hours Support rotation is required, including availability to respond to client emergencies outside of standard business hours

· Own basic low‑voltage cabling execution, including pulling, routing, terminating, and testing cable as required to support service and infrastructure needs

Technical Skills

· Foundational knowledge of end-user systems and troubleshooting

· Ability to follow defined processes and standard procedures consistently

· Ability to document work clearly and accurately

· Basic understanding of Active Directory and Microsoft 365

· Ability to identify when escalation is required

· Strong communication skills with end users

Basic Qualifications

· 1+ years of experience in an IT support, service desk, or help desk role

· Foundational knowledge of Windows operating systems, Microsoft 365, and Active Directory

· Basic understanding of networking concepts (DNS, DHCP, TCP/IP, VPN)

· Experience troubleshooting hardware, software, and end-user issues in a professional environment

· Strong communication and customer service skills with the ability to support non-technical users

· Ability to manage multiple tasks, prioritize work, and follow defined processes and service standards

· Valid driver’s license and access to a reliable vehicle for client onsite support and travel

Preferred Qualifications

· Experience working in a managed services (MSP) environment

· Familiarity with ticketing systems, RMM, or PSA tools

· Exposure to Microsoft 365 administration and cloud-based environments

· Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals

· Associate’s degree, technical certification, or equivalent hands-on experience in Information Technology

· Demonstrated interest in continuous learning and technical skill development

Benefits

• We offer a comprehensive benefits package designed to support your health, financial well-being, and work-life balance. Benefits include medical, dental, and vision coverage, paid time off, and retirement savings options. Employees may also be eligible for additional compensation, such as bonuses or incentive-based pay, depending on the role.