Tier 1 Support Technician — (MSP EXPERIENCE REQUIRED)

Job Title: Tier 1 Support Technician — MSP Experience Required

Location: Denver Metro Area

Work Arrangement: On-Site / Local Candidates Only

Job Type: Full-Time

Salary: $52,000 – $62,000 base + performance-based bonus structure

NOTE: Top performers in this role may earn above base compensation through bonus opportunities and career growth.

WE REVIEW APPLICATIONS QUICKLY. CANDIDATES WITHOUT MSP EXPERIENCE OR WHO DO NOT COMPLETE SCREENING QUESTIONS WILL NOT BE CONSIDERED.

ABOUT PCG SYSTEMS

PCG Systems is a high-performance Managed IT Services and Cybersecurity firm supporting growing businesses across the Denver Metro area. We deliver white-glove, fast-response IT support backed by strong processes, security-first thinking, and a team-first culture.

We are not a break/fix shop. We operate in a structured, process-driven MSP environment where speed, accountability, documentation, and client experience matter.

IMPORTANT — WHO SHOULD APPLY

This is a Tier 1 support role, but it is NOT a “no experience required” position.

We are specifically hiring technicians who:

• Have at least 1 year of real MSP experience
• Have worked in a ticket-driven, multi-client support environment
• Can troubleshoot common user, workstation, Microsoft 365, and basic network issues
• Can communicate professionally with clients
• Can follow process, document work clearly, and escalate properly

If your experience is only internal IT, retail tech support, school lab support, or basic desktop support without MSP experience, this role will not be a fit.

ROLE OVERVIEW

You will serve as a front-line support technician responsible for resolving common client support issues quickly, professionally, and accurately.

At PCG, Tier 1 support is a critical client-facing role. You are expected to provide fast response, clear communication, strong documentation, and consistent follow-through.

This role is ideal for someone with MSP experience who wants to grow quickly into a stronger Tier 1 technician and progress toward Tier 2.

You will be expected to:

• Respond quickly to incoming support requests
• Troubleshoot and resolve common technical issues
• Escalate issues intelligently when needed
• Document your work clearly and consistently
• Deliver a professional, high-touch client experience

KEY RESPONSIBILITIES

• Act as a front-line point of contact for client support requests via phone, email, and ticketing system
• Own Tier 1 tickets from intake through troubleshooting, resolution, and documentation
• Troubleshoot Windows and macOS workstation issues
• Support Microsoft 365 issues including Outlook, Teams, OneDrive, SharePoint access, and basic Exchange administration
• Assist with password resets, MFA issues, user access, and account management
• Perform basic Active Directory / Entra ID user administration
• Troubleshoot printers, scanners, peripherals, and endpoint issues
• Perform basic network troubleshooting including Wi-Fi, VPN, DNS, DHCP, and connectivity issues
• Assist with user onboarding, off-boarding, workstation setup, and device deployments
• Use PSA and RMM tools to manage tickets, devices, alerts, and documentation
• Prioritize tickets based on impact and urgency
• Escalate issues with complete notes, troubleshooting steps, screenshots, and technical context
• Maintain a professional, calm, and helpful client experience at all times

REQUIRED EXPERIENCE — NON-NEGOTIABLE

• Minimum 1 year working at a Managed IT Services Provider
• Experience supporting multiple clients in a ticket-driven environment
• Experience troubleshooting Windows workstations and Microsoft 365 issues
• Experience with NinjaOne, HaloPSA, Microsoft 365 Admin Center, Active Directory, Intune, account management, & Entra ID
• Ability to manage multiple active tickets while keeping clients updated
• Ability to communicate clearly with both technical and non-technical users
• Ability to follow documented processes and escalate when appropriate
• Experience with basic endpoint security tools
• Experience with workstation imaging, deployment, and documentation

WHAT SEPARATES TOP CANDIDATES

• Strong customer service skills and a calm, professional communication style
• Clean documentation habits
• Good troubleshooting instincts
• Ability to learn quickly and apply feedback
• Takes ownership instead of passing tickets around
• Understands the pace and expectations of an MSP environment
• Shows initiative without overstepping technical limits
• Wants to grow into a stronger Tier 1 and eventually Tier 2 technician

PREFERRED — NICE TO HAVE

• CompTIA A+, Network+, or similar certification
• Basic or better understanding of firewalls, VPNs, DNS, DHCP, and Wi-Fi troubleshooting

BENEFITS

• Competitive salary
• Performance-based bonus opportunities
• Health, dental, and vision insurance
• 401(k) with match
• Unlimited paid time off
• Clear path toward Tier 2 growth
• Structured, high-performance MSP environment
• Strong team culture with no politics

HOW TO APPLY

Submit your resume along with a brief note outlining:

• Your MSP experience
• The tools you have used
• The types of tickets you are most comfortable handling
• One technical issue you personally resolved

FINAL NOTE

We are building a tight, high-performing team — not a volume-based help desk.

If you have MSP experience, care about client experience, want to grow quickly, and are ready to be held to a high standard, this may be a great fit.