L1 IT Support Technician

L1 IT Support Technician plays a crucial role in providing technical assistance to our clients, both remotely and on-site. You will be responsible for diagnosing and resolving basic technical issues, offering excellent customer service, and escalating complex problems to higher-level support teams when necessary. The ideal candidate will have a strong passion for technology, excellent communication skills, and a customer-oriented approach.

Responsibilities:

• Provide first-level technical support to end-users via phone, email, chat, or in-person, resolving hardware and software issues promptly and efficiently

• Deliver outstanding customer service by ensuring clients' inquiries are handled professionally, courteously, and promptly

• Maintain accurate records of support requests, solutions, and troubleshooting steps in  ticketing system (Autotask PSA) for reference and reporting

• Maintain customer and vendor contact records and company information as it pertains to support requests

• Organize, act on, and/or escalate monitoring requests or items from system audits

• Provide basic training to end-users on software applications and hardware devices to enhance their productivity and efficiency

• Utilize remote desktop tools to assist users with issues that can be resolved remotely

• Escalate complex technical issues to the L2 or L3 support team, following established protocols and ensuring timely problem resolution

• Assist in maintaining inventory records of IT equipment and supplies

• Promote and enforce security best practices among end-users to safeguard company data and systems

• Supervise, mentor L0 Assistant Technician(s)

Requirements:

• 2+ years in a technology related role, preferably in the MSP space

• A+ and/or SEC+ are either required at start or expected to be earned within the first 6 months of employment

• High school diploma or equivalent; relevant technical certifications or an Associate's degree in IT or a related field is a plus

• Strong passion for technology and a desire to pursue a career in IT support

• Excellent problem-solving skills and attention to detail

• Effective communication skills, both written and verbal

• Customer-focused mindset with a dedication to providing exceptional service

• Ability to work independently and as part of a team

• Basic knowledge of computer hardware, operating systems, and software applications (Google Workspace, M365, Cybersecurity, etc.)

• Experience with Autotask PSA, Datto and Kaseya products is a plus

We offer medical, dental, vision, 401k matching and more. 

This is a full-time in-office position.