Support Desk Technician Tier 1

About the role

The Support Desk Technician (Tier 1) at Proper Sky is the first point of contact for our clients’ IT support needs, delivering responsive, professional, and high-quality assistance. This role focuses on resolving common technical issues, providing excellent customer service, and escalating more complex problems to higher-tier technicians. The ideal candidate is a detail-oriented problem solver with a passion for technology, a strong willingness to learn, and a client-first mindset.

What you'll do

Technical Troubleshooting & Resolution:

• Serve as the initial contact for incoming support requests via phone, email, and ticketing system.
• Assess urgency and impact of each request and ensure proper prioritization.
• Troubleshoot and resolve common end-user issues involving desktops, laptops, printers, mobile devices, and basic network connectivity.
• Provide Microsoft 365 support, including Outlook, Teams, SharePoint, and OneDrive.
• Perform basic account administration in Active Directory, Azure AD, and Microsoft 365.
• Document all work performed in the ticketing system accurately and thoroughly.

Problem Escalation Support:

• Gather detailed information and troubleshooting steps before escalating issues to Tier 2 or Tier 3 technicians.
• Work closely with senior technicians to learn resolution processes for recurring issues.
• Follow established standard operating procedures (SOPs) for escalations and service delivery.

Project Execution:

• Assist with basic project tasks under the direction of Project Manager or senior engineers.
• Perform hardware setup and deployment (workstations, peripherals, and devices).
• Participate in migrations, upgrades, or other small-scale technical initiatives as assigned.

Documentation & Continuous Improvement:

• Maintain accurate and up-to-date documentation in ConnectWise, Hudu, and other platforms ensuring all tickets are up-to-date and resolutions are documented.
• Contribute to the internal knowledge base by documenting solutions for resolved issues.
• Identify opportunities to improve workflows, processes, or customer satisfaction.

Client Engagement:

• Deliver professional, clear, and empathetic communication to clients.
• Provide timely updates to clients regarding ticket progress and resolution timelines.
• Uphold service level agreements (SLAs) and maintain a high standard of customer service.

Qualifications

Education & Technical Experience:

• 2–3 years of IT support or helpdesk experience, preferably in a Managed Services Provider (MSP) or technical support environment.
• Proven but basic knowledge of Microsoft 365, Windows OS, and common business applications.
• Demonstrated familiarity with Active Directory, Azure AD, and basic networking concepts (DNS, DHCP, VPN).
• Certifications such as CompTIA A+, Network+, Security+, are a plus.
• Basic understanding in troubleshooting Windows Desktop OS, Microsoft 365, networking issues (DNS, DHCP, and, VPN).
• Experience with ConnectWise Manage, Automate, ScreenConnect, or similar tools preferred.

Soft Skills:

• Strong verbal and written communication skills
• Ability to follow instructions and escalate appropriately when needed.
• Eagerness to learn and grow technical skills in a fast-paced environment.
• Detail-oriented, organized, and committed to delivering excellent customer service.

Work Schedule:

• The Support Technician role covers the 8am-5pm EST shift.
• The position is subject to covering a rotating “On-Call” shift from 5pm-10pm (Weekdays) and 8am-5pm (Weekends/Holidays) to respond to after-hours emergency requests.

Work Location:

• This role is a hybrid role and reports locally to Proper Sky’s headquarters in Abington, PA for all scheduled shifts.

Compensation & Benefits:

• Compensation is commensurate with experience
• Listed salary ranges apply to U.S. workers only
• Medical, dental, vision & long-term disability insurances
• Generous sick, vacation, and paid time off
• SIMPLE IRA + match
• Career development opportunities
• Unlimited snacks & weekly paid lunches
• Regular company outings
• Community volunteer opportunities