Tier 1 Help Desk Technician

Job Description

Job Description

About the Role

Solvera Tech is seeking a motivated, customer-focused Tier 1 Help Desk Technician to join our growing IT

Managed Services team. This is an entry-level role designed for someone who is eager to build a career in IT

— you don't need to know everything, but you do need to be curious, coachable, and ready to deliver great

service to real people with real problems.

As the first point of contact for our clients, you'll set the tone for their entire support experience. Your calm

presence, clear communication, and genuine care make the difference between a frustrated client and a loyal

one.

Work Environment

• Dynamic & Collaborative: Join a supportive team of IT professionals in a fast-paced, fully on-site

environment.

• Client Interaction: Provide phone, remote, and hands-on technical assistance, building strong client

relationships.

• Onsite Support: Travel to client sites (up to 50%) to provide hands-on troubleshooting and training.

Key Responsibilities

• Respond to inbound service requests via phone, email, chat, or ticketing system as the first point of

contact.

• Accurately log issues and resolution steps in the company's PSA/ticketing tool.

• Troubleshoot and resolve foundational technical issues, including password resets, printer setup,

Microsoft 365 / Google Workspace login and sync issues, and basic network connectivity problems.

• Set up workstations and peripheral devices (routers, printers, etc.).

• Set up and administer Google Workspace and Microsoft 365 accounts for clients, including user

management and configuration.

• Travel to client sites (up to 50%) to provide hands-on troubleshooting and training.

• Escalate unresolved or complex issues per internal escalation procedures.

• Follow and create documented SOPs and checklists; contribute to internal documentation.

• Communicate clearly with clients, managing expectations throughout the ticket lifecycle.

• Assist with basic user account management across Microsoft 365 and Google Workspace.

• Maintain accurate inventory of IT assets and equipment.

• Stay current on emerging technology trends and best practices.

Skills & Attributes

• Customer First: A genuine desire to help people and a high degree of empathy for frustrated users.

• Clear Communicator: Ability to explain technical fixes in plain English to non-technical clients.

• Detail-Oriented: A “measure twice, cut once” mentality when it comes to following checklists and

documenting work.

• Teachable: A proactive learner who takes feedback from leadership and applies it to improve their craft.

Qualifications

Required :

• 1–3 years of professional IT support or internship experience.

• Basic IT knowledge (Windows 11, macOS, Microsoft 365, common business software).

• Strong verbal and written communication skills.

• Ability to stay calm, organized, and focused under pressure.

• Valid US driver's license and auto insurance.

Preferred :

• Basic knowledge of networking concepts (TCP/IP, DNS, DHCP).

• Experience with a PSA or RMM platform (e.g., ConnectWise, Autotask).

• CompTIA A+, Network+, or Security+ certification (or equivalent).

• Bilingual (English/Spanish) is a plus for supporting Central Florida's diverse business community.

About Solvera Tech
Solvera Tech is an Orlando, FL-based IT Managed Service Provider (MSP) helping local businesses run
secure, reliable technology. We're guided by four core values:
• Empowered Belonging — We deliver superior solutions. We collaborate, regardless of hierarchy,
ensuring that when we execute at a high level, our clients thrive.
• Lead, Don't Manage — We don't micromanage. We take the lead, use our resources, and are always
accountable.
• Focused Execution — We focus on high-impact wins. We don't measure busyness as progress; we
value the result of being effective.
• Balanced Composure — We never mistake fun for distraction. We have the discipline to flip the switch
and lock in when it matters most.

Work Environment
• Dynamic & Collaborative: Join a supportive team of IT professionals in a fast-paced, fully on-site
environment.
• Client Interaction: Provide phone, remote, and hands-on technical assistance, building strong client
relationships.
• Onsite Support: Travel to client sites (up to 50%) to provide hands-on troubleshooting and training.

Company Description

About Solvera Tech\nSolvera Tech is an Orlando, FL-based IT Managed Service Provider (MSP) helping local businesses run\nsecure, reliable technology. We're guided by four core values:\n• Empowered Belonging — We deliver superior solutions. We collaborate, regardless of hierarchy,\nensuring that when we execute at a high level, our clients thrive.\n• Lead, Don't Manage — We don't micromanage. We take the lead, use our resources, and are always\naccountable.\n• Focused Execution — We focus on high-impact wins. We don't measure busyness as progress; we\nvalue the result of being effective.\n• Balanced Composure — We never mistake fun for distraction. We have the discipline to flip the switch\nand lock in when it matters most.\n\nWork Environment\n• Dynamic & Collaborative: Join a supportive team of IT professionals in a fast-paced, fully on-site\nenvironment.\n• Client Interaction: Provide phone, remote, and hands-on technical assistance, building strong client\nrelationships.\n• Onsite Support: Travel to client sites (up to 50%) to provide hands-on troubleshooting and training.