Business IT Support Specialist - Tier One

Haviland Broadband • Haviland, KS

6h • Hybrid

About The Position

This role provides frontline technical support to business clients by responding to service requests and resolving issues related to hardware, software, hosted voice, and networking systems. This role requires both remote and on-site troubleshooting, equipment setup, and strong client-facing communication skills. The technician ensures prompt, professional support that aligns with service level agreements and company standards. This role requires that candidates live in proximity to our Haviland office.

Requirements

• High school diploma or equivalent required.
• 1–2 years of IT support experience, preferably in a field service or MSP environment.
• Proficiency in Windows OS, Microsoft 365, and basic networking concepts.
• Familiarity with help desk/ticketing systems and remote support tools.
• Basic understanding of firewalls, switches, and wireless networks.
• Valid driver’s license required.
• Excellent knowledge of networks, PC, and desktop hardware.
• Working knowledge of desktop and server operating systems and applications (such as Microsoft Exchange and Active Directory).
• Proficient in eEnterprise patching rollouts/monitoring/updates.
• Experience with printers, scanners, and other peripherals.
• Good understanding of modern computer and network security practices.
• Advanced problem-solving skills, to manage complex situations with multiple layers and arrive at a solution, anticipating needs now and into the future.
• Flexibility to work outside normal hours for critical issues or scheduled project work.
• Must live in proximity to our Haviland office.

Nice To Haves

• Associate degree in Information Technology, Computer Science, or a related field preferred.
• IT Professional certifications, such as cybersecurity, CompTIA A+, or CompTIA Networking, are recommended.

Responsibilities

• Act as the initial point of contact for client technical issues.
• Respond to service tickets, phone calls, and emails; diagnose and resolve Level 1 issues efficiently.
• Maintain clear, professional communication to gather problem details and provide timely updates and resolutions.
• Build trust through courteous, solution-oriented interactions and follow-ups.
• Represent the company professionally during all client interactions, especially during on-site visits.
• Provide on-site and remote technical support to business clients for desktops, laptops, and basic network issues.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support in a timely manner.
• Assist with basic troubleshooting of network connectivity issues including cabling, routers, switches, and wireless access points.
• Support device setup and testing under the direction of senior technicians or engineers.
• Install, configure, and maintain operating systems, standard business applications, and peripherals.
• Deploy new IT equipment and ensure it is properly set up according to client requirements.
• Perform routine updates, patching, antivirus monitoring, and preventive maintenance tasks.
• Support backup procedures and ensure systems are functioning within expected parameters.
• Maintain accurate records of support tickets, solutions provided, and time spent on tasks.
• Track and document hardware and software inventory, installations, and replacements.
• Follow safety and security protocols while working in client environments.
• Assists with other duties as assigned.

Benefits

• Paid Holidays
• Paid Time Off (PTO) for Vacation, Personal and Sick time
• Family-plan health insurance with company-funded HSA and HRA accounts
• 401(k) plan with company matching
• Free home internet connection if you live within our service area, or reimbursement if you live outside of our service area
• Free company cell phone plan, or reimbursement if you choose to keep your existing plan
• Company vehicle provided, to also be driven to/from the workplace

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED