Service Technician Tier 1

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

• 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

• 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

• 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