Tier 1 Support Technician

About the Role Allied Business Solutions is looking for a Tier 1 Support Technician to be the first point of contact for our clients’ IT needs. You’ll solve everyday technical problems, keep tickets moving, and learn from senior engineers as you grow your skills in a managed services environment. What You’ll Do Provide first-line support to client end users by phone, email, the ticket portal and remote sessions. Triage, prioritize and resolve service tickets in ConnectWise Manage, with accurate notes and time entries. Troubleshoot Windows workstations, Microsoft 365 accounts, printers, peripherals and basic network connectivity. Handle common requests: password resets, MFA, user onboarding and offboarding, mailbox and permission changes, and software installs. Use RMM and remote tools to check device health and find problems. Escalate complex issues to Tier 2/3 with clear notes on what you’ve already tried. Write and update knowledge base articles so fixes can be repeated. Make occasional on-site visits for hardware setup and troubleshooting. Suggest improvements to team workflows and processes. What You Bring (Required) 1–2 years of help desk or IT support experience (relevant certifications or coursework may substitute). Hands-on experience troubleshooting Windows 10/11, whether from work, school or a home lab. Familiarity with Active Directory user and group management. Networking basics: TCP/IP, DNS, DHCP, VPN and VLAN concepts. Clear written and verbal communication, including explaining technical issues to non-technical users. Strong organization and time management, with the ability to juggle multiple tickets and changing priorities. A positive, customer-focused attitude. A drive to keep learning: you stay curious about new technologies and look for ways to sharpen your skills. A valid driver’s license and the required minimum auto insurance. Nice to Have Experience with ConnectWise Manage, NinjaOne or Hudu. Microsoft 365, Entra ID or Intune admin experience. Exposure to Windows Server, Group Policy or Hyper-V. CompTIA A+ / Network+ or Microsoft certifications. Previous MSP experience. An associate’s or bachelor’s degree in IT or a related field. Compensation & Benefits Pay: $21.75 – $25.00/hour, depending on experience (approx. $45,000 – $52,000 annually) 401(k) with up to 6% match Health, dental and vision insurance Supplemental insurance options Flexible spending account Paid time off Physical Requirements The job involves sitting for long periods and bending, squatting and lifting equipment up to 50 lbs. This description outlines the general nature of the role and is not all-inclusive. Duties may change at Allied Business Solutions’ discretion. Allied Business Solutions is an Equal Opportunity Employer.