Tier 1 Help Desk Technician

Linear 1 Technologies•Dublin, OH

2d•$50,000 - $60,000•Onsite

About The Position

Linear 1 Technologies is seeking a motivated, customer-focused Tier I Support Desk Technician for a temporary, evaluation-based role in its Dublin, Ohio office. The position is intended to transition into an existing full-time Tier 1 position based on performance, team fit, and experience. The temporary period provides hands-on experience and structured evaluation for both the employee and the organization. Minimal travel to client sites is required. The technician provides frontline support for a variety of clients, primarily handling daily requests involving Microsoft 365, VoIP telecommunications, and entry-level security issues. The role works alongside experienced engineers and other Tier I technicians, with opportunities to assist on larger projects as skills develop. It begins as a full-time hourly position at 40 hours per week, for a minimum of 60 days and a maximum of 180 days. On-call work is not required during the temporary period. After conversion to full-time salaried employment, participation in the technology team's shared after-hours on-call rotation is an additional responsibility. During the temporary period, compensation is $24.00–$28.75 per hour; after conversion, compensation is $50,000–$60,000 per year. Pay may be adjusted based on experience and alignment with the role's needs. Linear 1 Technologies is a Managed Service Provider specializing in VoIP telecommunications, fiber internet, IT network infrastructure, and cybersecurity, serving clients across Central Ohio.

Requirements

At least 2 years of hands-on help desk or service desk experience, including taking support calls and working a ticket queue.
Understanding of Microsoft 365 tenant-level administration, including user provisioning, license management, and basic configuration.
Working knowledge of Windows 10/11 at the administrative level, including setup, configuration, troubleshooting, and basic scripting.
Strong interpersonal, customer service, and documentation skills, including patience and professionalism on the phone with users of all technical levels.
Basic networking knowledge, including routers, switches, and firewalls.
Basic familiarity with hosted VoIP phone systems, or demonstrated ability to learn one quickly.
A sense of urgency and ownership, including following tickets through to resolution and keeping clients informed.
Drive to continually learn, improve, and grow.
Ability to lift up to 40 pounds and navigate office environments.
Valid driver's license and insurability to drive a company vehicle.

Nice To Haves

Prior Managed Service Provider (MSP) experience.
Familiarity with Ubiquiti, Arista, Meraki, or MikroTik.
Understanding of DNS services and products.
Basic understanding of cybersecurity fundamentals, including phishing, MFA, and compromised accounts.
A+, Network+, or MCP certification.

Responsibilities

Provide frontline technical support by phone, email, and on-site visits.
Answer inbound support calls, log tickets, troubleshoot issues, resolve them when possible, and escalate when necessary.
Handle common Tier 1 requests, including password resets, account lockouts, and Microsoft 365 user issues.
Work entry-level VoIP and telecommunications tickets, including extension changes, voicemail resets, and call-forwarding setup.
Monitor and manage support queues using the internal HubSpot ticketing system.
Triage entry-level cybersecurity events and escalate them according to procedure.
Document actions taken in tickets to support billing and ongoing service quality.
Escalate advanced tickets to senior technicians.
Troubleshoot and resolve hardware, software, telecommunications, and network connectivity issues.
Respond urgently to client outages, restoring service with a temporary solution when possible while investigating the root cause.
Install, configure, and test desktop and laptop systems and network devices.
Assist with small IT projects and support senior technicians on larger deployments.
Communicate clearly with clients, including providing guidance and estimated time-of-arrival updates.
Learn new technologies quickly and apply them in a hands-on environment.
Coordinate with vendors or third-party service providers when needed.
Maintain a clean, professional, and organized approach to support requests.
Identify and communicate continuing education needs.
If hired full-time, participate in the shared after-hours on-call rotation for technology team members.

Benefits

During temporary period: one day of PTO accrued per month.
Company laptop and tools provided.
Shared company vehicle for client visits.
In-house continuing education Learning Hub.
Supportive, flexible work environment with room to grow.
Opportunities to work with a variety of technologies and client environments.
If hired full-time: 50% employer-paid health, dental, and vision coverage.
If hired full-time: IRA plan with 3% company match after one year of full-time employment service.
If hired full-time: 120 hours of paid time off for vacation/sick leave.
If hired full-time: 9 paid company holidays.
If hired full-time: life insurance and other benefit options.