Level 1 Support Technician

The role

This Tier 1 Help Desk Specialist supports small to mid-sized businesses. You will provide technical support and maintain client technology through constant interaction.

What you will do

• Be the first point of contact for client issues via phone, email, and automated alerts.
• Triage tickets by identifying problems, assessing severity, and escalating when needed.
• Keep clients updated throughout the resolution process.
• Configure and deploy new workstations and migrate data and applications.
• Troubleshoot Windows PCs, servers, and common hardware issues.
• Support Active Directory, DNS, file/folder security, print servers, and certificates.
• Monitor and troubleshoot client LAN environments.
• Assist with endpoint security and email management.
• Document everything in IT Glue.

Required qualifications

• 6 months to 1.5 years of experience in a helpdesk or IT support role.
• Native English speaker.
• Available to work Monday–Friday, 8 am–5 pm US Central Time.
• Proven experience communicating with customers across multiple platforms (phone, email, ticketing systems).
• Hands-on experience with RMM, PSA/ticketing, and documentation platforms.
• Windows OS experience in Workgroup and Domain environments.
• Ability to set up PCs and migrate data.
• Working knowledge of Office 365, Adobe, and common Windows apps.
• Endpoint security and antivirus experience.
• Familiarity with email management platforms like OpenText (AppRiver).
• Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).
• Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.

Nice to have

• Experience at an MSP or in a role supporting multiple clients simultaneously.
• BitDefender

About the company

They are a growing Managed Services Provider known for their responsive, people-first approach to IT support.