L1 IT Support Technician
- $43,000 to $48,000 Yearly
- Vision , Medical , Dental , Life Insurance , Retirement
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.
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)
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.
We have an awesome staff and work in small teams to support our end customers. Lots of great perks and benefits!
HTML Global is a fast-growing managed IT service provider on Chicago's north shore. Employees work in small teams to service client needs. We offer full benefits, including healthcare, dental, vision, short and long-term disability, 401k progressive paid time off, tacos and more.
2111 Chestnut Ave GlenviewGlenview, IL
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