MSP Level 1 Technician

TeamLogic IT, Lake Arlington, TX•Fort Worth, TX

13h•Hybrid

About The Position

We are seeking a diligent, enthusiastic Managed IT Services (MSP) Level 1 Technician to join our team. This role provides technical support and managed services to small to medium-sized businesses (SMBs). The right candidate is proactive, organized, and strong in fundamentals—hardware/software installation, maintenance, troubleshooting, and clear customer communication. At TeamLogic IT, we prioritize an exceptional customer experience (CX), so professionalism and interpersonal skills are essential.

Requirements

Education: Degree/diploma in IT, Computer Science, or related field (or equivalent experience).
Experience: Prior IT support experience; MSP and/or SMB client support preferred.
Technical Skills: Working knowledge of Windows, macOS and Chrome OS, basic network configuration/troubleshooting, and business apps (e.g., Microsoft 365, Google Workspace).
Certifications (Plus): CompTIA A+ / Network+, Microsoft certifications, or similar.
Problem Solving: Strong analytical/troubleshooting skills, attention to detail, and ability to prioritize across multiple tickets.
Communication: Excellent verbal/written communication; ability to explain technical concepts to non-technical users.
Customer Service: Client-first mindset with a commitment to quality, responsiveness, and relationship building.
Teamwork: Able to work independently and collaboratively.

Nice To Haves

RMM tools (e.g., NinjaRMM or similar)
Ticketing systems (e.g., Autotask PSA, ServiceNow, Zendesk, or similar)
Documentation platforms (e.g., Hudu, IT Glue, SharePoint, or similar)
Familiarity with cloud services (Azure, AWS, Google Cloud)
Xerox Printers

Responsibilities

Technical Support: Provide remote and on-site support for SMB clients; diagnose and resolve hardware/software issues efficiently.
System Maintenance: Perform routine maintenance including patching/updates, backups, and monitoring to support performance and security.
Incident Management: Serve as first point of contact for incidents and service requests; accurately log, track, escalate when needed, and resolve to SLA.
Client Communication: Provide clear, timely updates on status, next steps, and resolution; maintain high client satisfaction.
Documentation: Create/maintain documentation for client environments (systems, configurations, procedures) and document issue/resolution thoroughly in the ticketing system.
Security Support: Assist with basic security measures such as antivirus updates, firewall configuration support, and periodic security checks.
Installations/Configurations: Assist with deployment and configuration of hardware/software for new and existing clients; validate compatibility and functionality.
Continuous Improvement: Identify process improvements and contribute to team standards and best practices.