Level 1 IT Support Technician

Benefits

• Paid time off

Level 1 IT Support Technician

Company:
Viral-Technology LLC

Location:

Pensacola/Gulf Breeze, Florida Position Type:
Full-Time Compensation: $20–$24 per hour, depending on experience, technical ability, certifications, and customer-service skills

Viral-Technology is a growing managed IT and cybersecurity company serving businesses throughout the Gulf Coast region. We provide responsive technical support, proactive technology management, cybersecurity services, cloud solutions, and strategic IT guidance to our clients.

We are looking for someone who wants more than simply another job. This position is an opportunity for a motivated individual to build a long-term career in technology, continually strengthen their technical abilities, and grow into a position of greater responsibility and leadership within our company.

The Level 1 IT Support Technician will serve as a first point of contact for clients experiencing technical problems. This individual will troubleshoot common issues involving computers, business software, Microsoft 365, printers, user accounts, mobile devices, and network connectivity while delivering a professional and positive client experience.

Previous professional IT experience is helpful, but it is not our only consideration. Attitude, dependability, curiosity, initiative, and a willingness to learn are equally important. We are prepared to invest in the right person—someone who accepts coaching, takes ownership of their work, learns from mistakes, and genuinely wants to advance.

This is not intended to be a position in which someone remains at Level 1 indefinitely. Our goal is to develop a technician who will strengthen their technical skills, take on increasingly complex responsibilities, help improve our processes, mentor future team members, and eventually become a leader within Viral-Technology.

• Respond to incoming support requests by phone, email, and ticketing system.
• Troubleshoot Windows computers, Microsoft 365 applications, user accounts, printers, mobile devices, and basic network connectivity.
• Set up and configure computers, user accounts, email accounts, software, printers, and other client technology.
• Accurately document troubleshooting steps, resolutions, client communication, and time worked within each service ticket.
• Communicate clearly and professionally with clients of varying levels of technical experience.
• Maintain ownership of assigned tickets and follow through until each issue is resolved or properly transferred.
• Recognize when an issue requires escalation and provide the next technician with complete and accurate information.
• Follow established security policies, technical documentation, service procedures, and escalation processes.
• Assist with workstation deployments, software updates, preventive maintenance, and other technical projects.
• Continuously develop technical knowledge through hands‑
• Contribute ideas that improve client service, internal documentation, efficiency, security, and overall team performance.

The ideal candidate:

• Is self‑motivated and willing to take initiative.
• Has a genuine interest in computers, networking, cybersecurity, and cloud technology.
• Enjoys learning how technology works and finding solutions to problems.
• Approaches troubleshooting methodically and is willing to research unfamiliar issues.
• Is comfortable asking questions, receiving constructive feedback, and learning from mistakes.
• Takes responsibility for their work instead of making excuses or waiting for someone else to act.
• Is dependable, organized, and capable of managing multiple priorities.
• Communicates professionally and treats clients and coworkers with patience and respect.
• Understands that strong customer service is just as important as technical ability.
• Wants to advance both technically and professionally.
• Has the potential and desire to become a mentor, decision‑maker, and leader as the company grows.

• Basic understanding of Windows computers and common business applications.
• Familiarity with Microsoft 365, Outlook, One Drive, and Microsoft Teams is…