Tier 1 Support Services Engineer

Tier 1 Support Services Engineer

PDS Managed Services | Casper, Wyoming

Build your IT career. Make a difference for clients.

Great IT support does more than fix a technical issue—it helps someone get back to work with confidence.

PDS is looking for a client-focused Tier 1 Support Services Engineer to join our growing Managed Services team in Casper, Wyoming. If you enjoy solving problems, helping people, and learning something new every day, this is an opportunity to build your skills while doing work that matters.

You’ll be a frontline technical resource for our clients, supporting everything from Windows workstations and Microsoft 365 to connectivity, business applications, and security tools. You’ll take ownership of support requests, collaborate with teammates, and deliver the responsive, dependable service that builds lasting client relationships.

We value curiosity, clear communication, and follow-through. Bring a strong foundation in IT support and a willingness to grow.

At PDS, technology is about people, trust, and taking care of the businesses that count on us. We’re building a team where you can:

• Put your skills to work. Solve practical problems across a variety of client environments.
• Keep learning. Expand your experience with Microsoft 365, networking, endpoint management, and cybersecurity tools.
• Contribute from day one. Your ideas, initiative, and attention to the client experience matter.
• Work with a collaborative team. Share knowledge, ask questions, accept coaching, and help others succeed.
• Build a long-term IT career. Grow your technical capabilities and pursue opportunities for greater responsibility.

We take our work seriously and believe technical excellence goes hand in hand with kindness, humility, and professionalism.

Help clients stay productive

• Respond to support requests by phone, email, ticketing system, and remote support tools.
• Troubleshoot and resolve Tier 1 issues with care, accuracy, and a sense of urgency.
• Keep clients informed with friendly, clear communication.
• Own requests through resolution, coordinating with higher-level engineers when needed.
• Document troubleshooting, resolutions, and client updates so teammates can build on your work.
• Meet established service standards and response expectations.
• Participate in assigned after-hours or emergency support rotations.

Your work will span several core areas:

• Microsoft 365 and identity:
  Outlook, Teams, One Drive, SharePoint basics, password resets, account administration, MFA, and Entra  / Active Directory user management.
• Windows and endpoints:
  Workstation troubleshooting, software installation and updates, printers and peripherals, remote support, laptop provisioning, and established malware remediation procedures.
• Connectivity:
  Basic TCP/IP troubleshooting, DHCP and DNS concepts, Wi‑Fi, VPN connections, and coordination with internet service providers.
• Security:
  Secure handling of systems and credentials, endpoint protection and monitoring tools, and prompt escalation of suspicious activity.

You don’t need to know everything. You do need to be dependable, curious, and ready to take responsibility for your work.

We’re looking for:

• Familiarity with Microsoft 365 and Windows desktop support.
• A basic understanding of networking concepts.
• Strong verbal and written communication skills.
• The ability to prioritize multiple requests in a fast-paced environment.
• A calm, professional approach when clients are frustrated or under pressure.
• A collaborative mindset and openness to feedback.
• Reliable transportation and a valid driver’s license.

One or more years of IT support or helpdesk experience is preferred. Experience in a managed service provider…