Level 1 IT Support Technician

Job Description

Job Description

Level 1 IT Support Technician

Company: Viral-Technology LLC
Location: Pensacola/Gulf Breeze, Florida
Position Type: Full-Time
Compensation: $20–$24 per hour, depending on experience, technical ability, certifications, and customer-service skills

About Viral-Technology

Viral-Technology is a growing managed IT and cybersecurity company serving businesses throughout the Gulf Coast region. We provide responsive technical support, proactive technology management, cybersecurity services, cloud solutions, and strategic IT guidance to our clients.

We are looking for someone who wants more than simply another job. This position is an opportunity for a motivated individual to build a long-term career in technology, continually strengthen their technical abilities, and grow into a position of greater responsibility and leadership within our company.

Position Overview

The Level 1 IT Support Technician will serve as a first point of contact for clients experiencing technical problems. This individual will troubleshoot common issues involving computers, business software, Microsoft 365, printers, user accounts, mobile devices, and network connectivity while delivering a professional and positive client experience.

Previous professional IT experience is helpful, but it is not our only consideration. Attitude, dependability, curiosity, initiative, and a willingness to learn are equally important. We are prepared to invest in the right person—someone who accepts coaching, takes ownership of their work, learns from mistakes, and genuinely wants to advance.

This is not intended to be a position in which someone remains at Level 1 indefinitely. Our goal is to develop a technician who will strengthen their technical skills, take on increasingly complex responsibilities, help improve our processes, mentor future team members, and eventually become a leader within Viral-Technology.

Primary Responsibilities

• Respond to incoming support requests by phone, email, and ticketing system.

• Troubleshoot Windows computers, Microsoft 365 applications, user accounts, printers, mobile devices, and basic network connectivity.

• Set up and configure computers, user accounts, email accounts, software, printers, and other client technology.

• Accurately document troubleshooting steps, resolutions, client communication, and time worked within each service ticket.

• Communicate clearly and professionally with clients of varying levels of technical experience.

• Maintain ownership of assigned tickets and follow through until each issue is resolved or properly transferred.

• Recognize when an issue requires escalation and provide the next technician with complete and accurate information.

• Follow established security policies, technical documentation, service procedures, and escalation processes.

• Assist with workstation deployments, software updates, preventive maintenance, and other technical projects.

• Continuously develop technical knowledge through hands-on experience, training, certifications, and guidance from senior team members.

• Contribute ideas that improve client service, internal documentation, efficiency, security, and overall team performance.

What We Are Looking For

The ideal candidate:

• Is self-motivated and willing to take initiative.

• Has a genuine interest in computers, networking, cybersecurity, and cloud technology.

• Enjoys learning how technology works and finding solutions to problems.

• Approaches troubleshooting methodically and is willing to research unfamiliar issues.

• Is comfortable asking questions, receiving constructive feedback, and learning from mistakes.

• Takes responsibility for their work instead of making excuses or waiting for someone else to act.

• Is dependable, organized, and capable of managing multiple priorities.

• Communicates professionally and treats clients and coworkers with patience and respect.

• Understands that strong customer service is just as important as technical ability.

• Wants to advance both technically and professionally.

• Has the potential and desire to become a mentor, decision-maker, and leader as the company grows.

Technical Qualifications

• Basic understanding of Windows computers and common business applications.

• Familiarity with Microsoft 365, Outlook, OneDrive, and Microsoft Teams is preferred.

• Basic knowledge of computer hardware, Wi-Fi, networking, printers, mobile devices, and user accounts.

• Ability to methodically troubleshoot technical problems and research unfamiliar issues.

• Strong written communication and documentation skills.

• Ability to communicate technical information clearly to nontechnical users.

• Previous MSP, help-desk, Active Directory, Entra ID, Intune, cybersecurity, or ticketing-system experience is beneficial but not required.

• Relevant education or certifications, such as CompTIA A+, Network+, or Microsoft certifications, are helpful but not mandatory.

Compensation

This position pays $20–$24 per hour , depending on the candidate’s experience, technical knowledge, certifications, customer-service skills, and ability to work independently.

Candidates with limited professional IT experience but strong potential may begin near the lower end of the range. Candidates with previous help-desk or MSP experience, relevant certifications, and demonstrated technical ability may qualify for compensation near the upper end.

Growth and Advancement

Viral-Technology believes in developing people from within the organization. Advancement is based on demonstrated ability, dependability, initiative, technical growth, client service, and leadership potential—not simply time in the position.

A successful technician may progress into areas such as:

• Level 2 technical support

• Microsoft 365 and cloud administration

• Network and infrastructure support

• Cybersecurity operations

• Client project implementation

• Technician mentoring and training

• Help-desk or technical team leadership

We are seeking someone who wants to grow alongside the company and eventually help lead and develop the people who come after them.

What Success Looks Like

Success in this position means becoming someone our clients trust, coworkers can depend on, and leadership can confidently assign greater responsibility to.

The right person will consistently learn, improve, communicate well, take ownership, and demonstrate readiness for the next challenge. Over time, they will develop from an entry-level technician into a trusted technical professional with the skills and judgment necessary to take on more advanced responsibilities within Viral-Technology.