MSP Level 1 Technician

TeamLogic IT, Moline, IL•Moline, IL

1d•$18 - $22

About The Position

TeamLogic IT is seeking a diligent and enthusiastic Managed IT Services (MSP) Level 1 Technician to provide technical support and services to small and medium-sized businesses. The role includes troubleshooting hardware and software, maintaining client systems, managing service incidents, communicating with clients, documenting systems and resolutions, and implementing security measures. The position primarily involves remote support, with occasional on-site visits to client locations, in a fast-paced and collaborative environment. The technician will work on varied client projects and contribute to process improvements and team best practices.

Requirements

A degree or diploma in Information Technology, Computer Science, or a related field.
Prior experience in an MSP or IT support environment, preferably serving SMB clients.
Proficiency with Windows and macOS operating systems, network configurations, and common business applications such as Microsoft 365 and G Suite.
Strong analytical and troubleshooting skills, with attention to detail.
Excellent verbal and written communication skills, including the ability to explain technical concepts to non-technical users.
Customer-focused approach and commitment to high-quality service and strong client relationships.
Ability to work independently and collaboratively as part of a team.

Nice To Haves

CompTIA A+, Network+, Microsoft Certified Professional (MCP), or other relevant certifications.
Familiarity with Remote Monitoring and Management (RMM) tools such as NinjaRMM.
Knowledge of ticketing systems such as Autotask PSA, ServiceNow, or Zendesk.
Proficiency with documentation tools such as Hudu, Ninja Documentation, IT Glue, or SharePoint.
Understanding of cloud platforms such as AWS, Azure, or Google Cloud.

Responsibilities

Provide remote and on-site technical support to SMB clients, troubleshooting hardware and software issues.
Perform routine system maintenance, including updates, backups, and monitoring.
Serve as the first point of contact for IT incidents and service requests; log, track, and resolve them in accordance with SLAs.
Communicate incident status and updates to clients and support customer satisfaction.
Document client systems, configurations, procedures, issues, and resolutions in the ticketing system.
Implement and monitor security measures, including antivirus updates, firewall configurations, and security audits.
Assist with installing and configuring hardware and software for new and existing clients.
Identify process improvements and contribute to team best practices.