Msp Service Desk & Field Technician – Level 1.5

Service Desk & Field Technician – Level 1.5

Department:
Service & Support

Reports To:

Service Manager

Employment Type:

Full‑Time

Location:

Hybrid – Remote, Office, and Client On‑Site

Symmetric IT Group is seeking a Service Desk & Field Technician – Level 1.5 to support our growing managed services client base. This role is ideal for a technician who has mastered Level 1 fundamentals and is ready to handle moderately complex issues independently, while continuing to grow toward Level 2 responsibilities. This position serves as a front-line problem solver, providing excellent client support remotely and on-site, maintaining strong documentation, and escalating appropriately when necessary.

• Respond to service requests via Connect Wise Manage PSA (phone, email, tickets)
• Troubleshoot and resolve Level 1+ / early Level 2 issues, including:
• Microsoft 365 (Outlook, One Drive, SharePoint, Teams)
• Windows 10/11 workstation issues
• Printers, peripherals, and basic hardware failures
• User access, MFA, password, and account‑related issues
• Document all work clearly and accurately, including time entries and resolution notes

• Perform scheduled and ad‑hoc on‑site support for client locations
• Handle workstation deployments, replacements, and troubleshooting
• Assist with basic networking tasks (cabling, patching, device swaps)
• Be a professional, client‑facing representative of Symmetric IT Group

• Resolve issues independently when possible
• Escalate appropriately after reasonable troubleshooting time
• Work closely with senior technicians and engineers to learn and grow
• Follow internal SOPs, escalation paths, and service workflows

• 1–3 years of experience in an MSP or professional IT support environment
• Solid understanding of:
• Windows OS troubleshooting
• Microsoft 365 admin/user support
• Basic networking concepts (LAN/WAN, DNS, DHCP)
• Experience using a PSA/ticketing system (Connect Wise preferred)
• Strong documentation and communication skills

• MSP experience (highly preferred)
• Familiarity with:
• RMM tools
• Endpoint security concepts
• Backup tools and basic restore workflows
• Relevant certifications (A+, Network+, or similar)

• Maintain accurate time entries and ticket documentation
• Meet or exceed SLA requirements
• Communicate proactively with clients and internal team members
• Follow Symmetric IT Group’s service processes and core values
• Show initiative, accountability, and a desire to grow technically

All team members at Symmetric IT Group are expected to demonstrate:

• Take Pride in What You Do
• Be a Team Player
• Have Self‑Motivation
• Genuinely Care for Cothers

This role is designed as a stepping stone toward a Level 2 Technician position, with mentoring, hands‑on learning, and exposure to more advanced systems and projects.

Pay: $28.85 - $31.25 per hour

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location:

Hybrid remote in Tampa, FL 33626