Level 1 IT Technician (MSP)
About The Position
As a Level 1 IT Technician, you'll be responsible for resolving day-to-day technical issues and helping clients stay productive through reliable, high-quality support. Working from assigned tickets, you'll troubleshoot common IT challenges, document your work thoroughly, and collaborate with senior technicians when escalation is needed. This role is ideal for someone who enjoys solving problems, building technical expertise, and delivering a great client experience. You'll gain exposure to a wide variety of technologies while developing the skills needed to advance within a growing MSP.
Requirements
- 1–2 years of IT support, help desk, or related technical experience
- Basic understanding of Windows operating systems, Microsoft 365, Active Directory, and networking concepts
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service abilities
- Ability to manage multiple priorities in a fast-paced environment
- Strong attention to detail and documentation habits
- Self-motivated with a strong sense of ownership and accountability
- Ability to recognize when escalation is needed and collaborate effectively with senior technicians
Nice To Haves
- Experience working in an MSP environment
- A+, Network+, or other relevant IT certifications
- Experience with ConnectWise, RMM tools, or ticketing systems
- Familiarity with DNS, DHCP, VPNs, and remote support tools
Responsibilities
- Resolve assigned service tickets involving workstations, Microsoft 365, printers, user accounts, and other common IT issues
- Troubleshoot Windows, Microsoft 365, Active Directory, VPN, and basic networking problems
- Monitor and respond to alerts generated by monitoring and management systems
- Escalate complex issues appropriately while maintaining ownership and follow-through
- Maintain accurate documentation, ticket notes, and client records within ConnectWise
- Support user onboarding, account administration, and device setup activities
- Communicate clearly with clients regarding progress, expectations, and resolutions
- Continuously develop technical skills and contribute to team knowledge sharing
Benefits
- Nationwide medical insurance
- Dental insurance
- Life insurance gifted to all employees
- Long-term disability insurance gifted to all employees
- FSA and HSA options
- 401k match
- Generous paid time off
- Mental health days
- Paid certification assistance
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
