Managed IT Services Level I Technician

Automated Business Solutions•Southington, CT

1d•Onsite

About The Position

Automated Business Solutions is seeking a diligent, enthusiastic, and customer-focused Level I Technician to support small and medium-sized businesses. The role provides Tier 1 remote technical support, resolves everyday technical issues, assists with IT infrastructure support, and delivers a strong client experience. The technician will work with experienced team members, receive mentorship, and have opportunities to develop toward a Level 2 role. The position is based in the Southington, Connecticut office and is described as in-office/on-site. Success includes resolving tickets accurately and promptly, communicating professionally with clients, documenting troubleshooting steps, preparing thorough escalations, and continually developing technical skills and certifications.

Requirements

At least 1 year of hands-on IT support experience, including help desk, co-op, internship, or lab experience.
CompTIA A+, Network+, or similar foundational certification, or currently working toward one.
Foundational understanding of IT hardware and software installation, maintenance, and support.
Strong troubleshooting and analytical skills.
Excellent interpersonal and customer service skills.
Clear written and verbal communication skills.
Proactive mindset and eagerness to learn.
Ability to manage multiple tasks and prioritize effectively.
Ability and desire to work as part of a team.
Flexibility and a positive attitude.
Knowledge of Office 365, including Exchange, OneDrive, SharePoint, and Teams.
Knowledge of the Apple Mac operating system and management.
Willingness to learn and grow in a fast-paced environment.

Nice To Haves

Experience in an MSP environment.
Hands-on experience with a wide range of technologies and clients.

Responsibilities

Provide Tier 1 remote technical support across multiple environments and serve as the first point of contact for IT incidents and service requests.
Troubleshoot Windows 10/11, Microsoft 365 applications, and common business software.
Diagnose and replace hardware, including workstations, laptops, printers, and peripherals.
Assist with basic network troubleshooting involving TCP/IP, DNS, DHCP, VPN connectivity, and Wi-Fi.
Assist with Windows Server administration under senior guidance.
Manage Microsoft 365 users, licenses, and password resets, and perform basic Exchange and SharePoint administration.
Monitor and respond to RMM alerts concerning system performance, patch management, and endpoint health.
Deploy and maintain endpoint security solutions, including antivirus and EDR.
Install and configure workstations, printers, and network devices.
Maintain accurate documentation in PSA systems and internal knowledge databases, including client systems, configurations, and procedures.
Escalate complex incidents to Tier 2/3 technicians with detailed troubleshooting notes.
Log, track, and resolve tickets using PSA tools.
Communicate proactively and clearly with clients about issue status and resolution.
Maintain, repair, transport, and set up computer equipment as needed.
Perform other duties as assigned.