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Tier 1 Support Technician

Indianapolis, IN · On-site +1

About the Role We're looking for a team of Tier 1 Support Technicians to support a high-volume endpoint rollout tied to a company acquisition with approximately 2,500 devices in total. You'll work ...

Miro

Manager, Customer Support AMER

Austin, TX · On-site +1

About the Team Miro's Customer Support team is on a mission to help our customers quickly solve ... Oversee Tier 1 outsourced delivery for AMER time zones, ensuring quality, alignment, and smooth ...

MODWASH LLC

IT Tier 1 Support (70679)

Chattanooga, TN · On-site

$19.50 - $26.75/hr

The IT Tier 1 Support works with like-minded peers to ensure smooth operation and timely responses ... I recognize my customers time is a luxury. I have a massive sense of urgency. I will provide ...

DCR Profit Control Systems

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Tier 1 Support Desk Technician

Nashville, TN · On-site

$18 - $25/hr

Tier 1 Support Desk Technician DCR is seeking a customer-focused Tier 1 Service Desk Specialist to join our support team. As the primary point of contact for incoming technical support calls, you ...

WEBIT Services

Tier 1 Technician

Naperville, IL · On-site

... outstanding customer satisfaction. Position Overview The Tier 1 Service Technician is the ... General Tier 1 Support (about 20%): Password resets, software installs, printer and peripheral ...

WEBIT Services

Tier 1 Technician

Naperville, IL · On-site

$20.25 - $25.75/hr

... outstanding customer satisfaction. Position Overview The Tier 1 Service Technician is the ... General Tier 1 Support (about 20%): Password resets, software installs, printer and peripheral ...

Columbia Technology Partners

In this role, you'll serve as a trusted resource for customers, providing Tier 1 and Tier 2 technical support and helping resolve issues that directly impact daily operations. Success in this ...

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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 Sep 14, 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 is a Tier 1 Customer Support representative?

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 the key skills and qualifications needed to thrive as a Tier 1 Customer Support representative?

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.

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 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.

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Tier 1 Customer Support jobs near you
Infographic showing various Tier 1 Customer Support job openings in the United States as of September 2026, with employment types broken down into 1% As Needed, 74% Full Time, 21% Part Time, and 4% Contract. Highlights an 87% Physical, 2% Hybrid, and 11% Remote job distribution, with an average salary of $45,281 per year, or $21.8 per hour.

Tier 1 Technical Support

Edwards, CA • On-site

SMS Data Products Group, Inc.
IT Services • 501 - 1,000 employees
Learn more about SMS Data Products Group, Inc.external

$56K - $62K/yr

Full-time

Re-posted 6 days ago

Job description

SMS is looking for a Tier I Technical Support to support our ARTEMIS team. ARTEMIS VI provides comprehensive Information Technology support services to the Air Force Research Laboratory (AFRL) at Edwards Air Force Base, California. The team supports more than 500 personnel across both classified and unclassified research environments, ensuring the availability, security, and reliability of critical IT systems that enable the AFRL mission.
The contract includes a wide range of technical and administrative support functions, including Service Desk operations, Windows and Linux systems administration, SQL database administration, cybersecurity and Risk Management Framework (RMF) support, software management and testing, SharePoint administration, field services, telecommunications support, video teleconferencing (VTC), knowledge management, and process improvement initiatives.
Since 1976, SMS has specialized in modernizing legacy IT and sustaining complex enterprise environments for federal agencies. With the goal of building long-term partnerships with our customers, we invest in our employees by providing the training, tools, and support they need to keep critical missions operational, improve performance, and reduce risk. SMS is headquartered in McLean, Virginia, with offices and on-site operations at customer locations throughout the United States. For additional information on SMS, visit www.sms.com .
Submit your resume today!
Job Responsibilities
  • Provide Tier I software and network support and troubleshooting.
  • Analyze incident(s) details, identify the root cause, and provide problem remediation.
  • Responsible for imaging computers.
  • Document problems with the technical detail(s) within the Web Help Desk ticketing system.
  • Escalate problem(s) to Tier II technicians for intermediate level troubleshooting.
  • Remotely or manually install software updates, apply STIG configurations] and security patches as required.
  • Provide customer service through the use of friendly, courteous, and professional oral and written communication.
  • Deploy desktop workstations and laptops throughout the AFRL Rocket Lab.

Required Qualifications
  • A minimum of two (2) years of experience in Windows system administration and/or technical support.
  • Knowledge and experience in a Windows Operating System environment.
  • Experience in administering high-end hardware and scientific peripherals.
  • MD-102 (Microsoft Windows Endpoint Administrator Associate) or CompTIA A+ 220-1101 and 220-1102 certification preferred.
  • DOD 8140 IAT-II certification (CompTIA Security+CE) preferred.
  • HDI-SCA certification preferred.
  • DoD Interim Secret security clearance or higher or the ability to obtain one.

Salary Range - $56,000 - $62,000
SMS is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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