Job Description

Are you passionate about solving problems and delivering exceptional customer support? We’re looking for a Tier 1 Support Technician to be the friendly first line of technical assistance for our users. In this role, you'll be the go-to person for answering calls, emails, and chat inquiries—resolving common IT issues and ensuring every customer feels supported and heard.

This is a great opportunity to grow your skills within a forward-thinking Managed Service Provider environment. We’ve been leading the MSP space for over a decade and take pride in fostering a culture that supports work-life balance, personal development, and team success.

What You’ll Do:

• Serve as the first point of contact for IT support via phone, email, and chat
• Troubleshoot basic hardware, software, and networking issues
• Assist with password resets, account unlocks, and system access requests
• Document all interactions and resolutions in the helpdesk system
• Escalate complex issues to Tier II or specialized teams
• Educate users on IT best practices to reduce recurring issues
• Maintain professionalism and strong communication across all touchpoints
• Follow internal procedures and meet service level expectations

What You Bring:

• Prior experience working for a Managed Service Provider or supporting multiple client environments concurrently (required)
• 1+ year in an IT support or customer service role
• Familiarity with Windows, macOS, Microsoft Office, and basic IT troubleshooting
• Strong communication skills and a genuine desire to help people
• High school diploma or equivalent (associate’s degree or IT training preferred)

What We Offer:

• Health, dental, and vision insurance
• 401(k) with 3% match after 90 days
• 12 PTO days + 13 holidays annually
• One day per week remote work (partial WFH flexibility)
• Supportive team culture and clear pathways for growth

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