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DCA Technology Partners

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IT Support Technician - Tier 1

Alexandria, VA · On-site

$45K - $60K/yr

IT Support Technician - Tier 1 Department: IT Reports to: Director of Managed IT Services Location ... This role serves as the frontline customer support point for technical issues, providing timely and ...

Ipipeline, Inc.

Tier 1 Support Technician

Wayne, PA · On-site

Responsibilities The Intermediate Tier 1 Support Analyst is responsible for handling more complex ... Customer Interaction: * Provide detailed explanations and instructions to customers, ensuring they ...

iPipeline

Tier 1 Support Technician

Wayne, PA · On-site

$34K - $42K/yr

The Intermediate Tier 1 Support Analyst is responsible for handling more complex customer inquiries ... Customer Interaction: * Provide detailed explanations and instructions to customers, ensuring they ...

Canopy

Customer Support Specialist - Tier I

South Jordan, UT

$17.25 - $23.25/hr

Customer Support Specialist - Tier 1 Canopy, Utah About Us Canopy is a fast-growing SaaS company in South Jordan, Utah building simple, efficient software for accounting firms. We are looking to ...

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Extensiv

Tier 1 Support Engineer

American Fork, UT · On-site

$60K/yr

Are you passionate about providing top-notch technical support and ensuring customer satisfaction? We are looking for a Tier 1 Support Engineer to be the first point of contact for our customers ...

Naturals2Go

Customer Support Specialist

Savannah, GA · On-site

$47K/yr

Customer Support Specialist I (Tier 1) Job Type: Full-Time Location: Savannah - Hybrid Pay: $47,500 About Us We are a growing technology company serving the unattended retail and vending industry.

Magna5

Tier 1 Systems Engineer - On Site

Birmingham, AL · On-site

$60K - $68K/yr

Tier 1 Engineer, End User Support About the Role As a member of the Support Center team, a Tier 1 ... Responding to customer support requests that come in via phone, email, chat, or customer portal

LCI

Customer Service Representative, Tier 1

Durham, NC · On-site

Customer Service Representative, Tier 1 Job Category: Customer Service Full-Time Hybrid Durham, NC ... SUPPORT: We want to end blindness forever. To that end, we engage in philanthropic efforts for ...

American Systems

Service Desk Tier 1 Support

Mclean, VA · On-site

$67K - $76K/yr

Service Desk Tier 1 Support Location US-VA-McLean ID 2026-4574 Category IT / Cyber Security / ... Strong communication and customer service skills are required to support end users in a ...

iWorks Corporation

OR · On-site

$35K - $40K/yr

Tier 1 IT Service Desk Support Specialist Location: Remote *Please note that this position is not ... Experience providing customer support or technical support in a help desk or service desk ...

Motorola

ASG Support Technician Tier 1

Schaumburg, IL · Hybrid

$35K - $40K/yr

The Tier 1 Support Technician will be taking incoming calls from the support queue related to non ... With remote access to customer systems, Install the company's proprietary Software. * Provide ...

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Tier 1 Customer Support information

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How much do tier 1 customer support jobs pay per hour?

As of Jul 1, 2026, the average hourly pay for tier 1 customer support in the United States is $21.77, according to ZipRecruiter salary data. Most workers in this role earn between $17.55 and $23.80 per hour, depending on experience, location, and employer.

What does Tier 1 support do?

Tier 1 Customer Support representatives handle initial customer inquiries, troubleshoot basic issues, and provide information about products or services. They often use ticketing systems and require good communication skills to resolve common problems or escalate more complex issues to higher support levels.

What is the difference between Tier 1 Customer Support vs Customer Service Representative?

AspectTier 1 Customer SupportCustomer Service Representative
CredentialsBasic technical knowledge, communication skillsStrong communication, problem-solving skills
Work EnvironmentCall centers, online chat, email supportRetail stores, call centers, online support
Industry UsageTech, telecom, software companiesRetail, hospitality, telecom
Common Search IntentTechnical issues, troubleshootingProduct inquiries, service issues

Both roles focus on assisting customers, but Tier 1 Customer Support typically handles technical troubleshooting and initial problem resolution, often requiring basic technical knowledge. Customer Service Representatives generally address product or service inquiries and provide general support. While overlapping in customer interaction, Tier 1 Support is more technical, whereas Customer Service Representatives focus on customer satisfaction and communication.

What is Tier 1 vs Tier 2 customer support?

Tier 1 customer support involves handling basic customer inquiries, troubleshooting common issues, and providing general information, often using scripts and knowledge bases. Tier 2 support addresses more complex problems that require specialized knowledge or technical skills, often involving deeper analysis or collaboration with other teams. In a support role, understanding the distinction helps in escalating issues appropriately and improving customer satisfaction.

What jobs pay 4000 a week without a degree?

A Tier 1 Customer Support role typically does not pay $4,000 a week without a degree; however, high-paying roles in sales, real estate, or specialized technical support may reach that level with experience and performance. These jobs often require strong communication skills, industry knowledge, and sometimes certifications, but they generally do not mandate a college degree.

What are Tier 1 Customer Support representatives?

Tier 1 Customer Support representatives are the first point of contact for customers seeking assistance with a company’s products or services. They handle basic inquiries, troubleshoot common issues, and provide general information or guidance. Their primary goal is to resolve straightforward problems quickly and efficiently, or to escalate more complex issues to higher-level support teams if needed. Tier 1 agents are essential for ensuring customer satisfaction and maintaining positive relationships with clients.

What are some typical challenges faced by Tier 1 Customer Support representatives, and how are they supported in overcoming them?

Tier 1 Customer Support representatives often encounter challenges such as managing high volumes of inquiries, handling frustrated customers, and quickly identifying solutions to common issues. To help overcome these challenges, most companies provide comprehensive training, access to detailed knowledge bases, and support from more experienced team members or supervisors. Regular team meetings and a collaborative environment also ensure that representatives can share insights, escalate complex issues, and continuously improve their customer service skills.

What is tier 1 customer service?

Tier 1 customer service refers to the initial level of support provided to customers, typically handling basic inquiries, troubleshooting, and account issues. Support agents in this role often use knowledge bases and customer management tools to resolve common problems efficiently and escalate complex issues to higher support tiers if needed.

What are the key skills and qualifications needed to thrive as a Tier 1 Customer Support representative, and why are they important?

To thrive as a Tier 1 Customer Support representative, you need strong problem-solving abilities, basic computer proficiency, and a high school diploma or equivalent. Familiarity with customer relationship management (CRM) software, helpdesk ticketing systems, and communication platforms is typically required. Excellent communication, patience, and active listening skills help representatives build rapport and effectively address customer concerns. These skills are crucial for resolving issues efficiently, ensuring customer satisfaction, and maintaining a positive company image.
More about Tier 1 Customer Support jobs
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What states have the most Tier 1 Customer Support jobs? States with the most job openings for Tier 1 Customer Support jobs include:
What job categories do people searching Tier 1 Customer Support jobs look for? The top searched job categories for Tier 1 Customer Support jobs are:
Tier 1 Customer Support jobs near you

IT Support Technician - Tier 1

DCA Technology Partners

Alexandria, VA • On-site

$45K - $60K/yr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 6 days ago

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Job description

IT Support Technician – Tier 1

Department: IT
Reports to: Director of Managed IT Services
Location: Lanham, MD (onsite role; remote/telework not available)

Position Overview

We are seeking a motivated Tier 1 IT Support Technician to join our Managed IT Services team. This role serves as the frontline customer support point for technical issues, providing timely and professional resolutions for hardware, software, networking, and system-related requests. You'll troubleshoot issues by phone, through remote tools, and at customer sites.

The ideal candidate thrives in a fast-paced environment, takes ownership of challenges, and delivers outstanding customer experiences while building expertise and advancing their career within our growing organization.

Key Responsibilities

  • Respond to customer support calls, tickets, and emails promptly and with a positive, service-first attitude.
  • Troubleshoot and resolve end-user issues involving desktops, laptops, mobile devices, printers, and software applications
  • Escalate unresolved or high-complexity problems to higher-tier support while ensuring smooth handoff and customer confidence.
  • Maintain clear, comprehensive, and accurate documentation for all support activities.
  • Deliver proactive communication to customers, setting appropriate expectations on timelines and resolutions.
  • Provide end-user training on common issues and new technologies as needed
  • Collaborate with internal teams to ensure seamless service delivery
  • Participate in IT projects, setup/deployment tasks, and system rollouts as assigned
  • Support various IT needs, from help desk tickets to onsite installations (ability to lift up to 50 lbs. required)
  • Develop expertise in at least one specialized IT area, supporting both personal growth and team capabilities
  • Contribute to continuous improvement in technical skills and service delivery processes

Qualifications

Required Skills & Knowledge

  • Excellent customer service mindset with strong communication and listening skills
  • Familiarity with IT hardware (desktops, laptops, servers, switches, peripherals)
  • Extensive knowledge of Microsoft Windows and/or Mac OS desktop environments
  • Understanding of networking basics (TCP/IP, DNS, DHCP, Active Directory concepts)
  • Experience administering Microsoft 365 and/or Google Workspace (G Suite)
  • Ability to explain technical concepts to non-technical users clearly and patiently
  • Strong documentation and organizational skills with attention to detail
  • Ability to work independently while contributing effectively in a team environment
  • Comfort working under time constraints and prioritizing multiple issues

Preferred Experience & Certifications

  • Prior MSP (Managed Service Provider) technical role experience (1+ years preferred)
  • Experience with ConnectWise Manage / Automate or similar platforms
  • Bachelor's degree in Computer Science, Information Systems, or equivalent combination of education and experience
  • Industry certifications such as CompTIA A+, Network+, Security+, MCSA, or CCNA highly desirable

What We Offer

Salary: $45,000 – $60,000 annually (based on experience and certifications)
Employment Type: Full-time

Comprehensive Benefits Package:

  • 401(k) with employer contribution
  • Health, dental, and vision insurance
  • Company-paid life insurance
  • Paid time off (PTO) and holidays
  • Employee referral program
  • Retirement plan

Professional Growth Opportunities:

  • Clear advancement paths to Level 2, Level 3, and specialized technical roles
  • Company-sponsored certifications and training programs
  • Mentorship opportunities with senior technical staff
  • Exposure to diverse technologies and client environments to expand your skill set

Schedule

  • Monday to Friday, 8-hour shifts
  • Standard business hours with a predictable schedule

Work Location Requirement

  • Onsite in Lanham, MD (20706)
  • Candidate must reliably commute or plan to relocate before start date

Experience Requirements (Preferred)

  • Help Desk / IT Support: 1+ year
  • Windows OS: 1+ year

Company Description

DCA is a rapidly growing office technology provider located in Maryland, but serving the Washington, D.C., and Northern Virginia area. We work with a variety of technology partners to provide our clients with a combination of hardware and software products to solve their problems, contain their costs, and improve their efficiency.