IT Support Technician Level 1 Plus

IT Support Technician – Level 1+ (Managed IT Services)TeamLogic IT – Marietta is a locally owned and operated Managed IT Services Provider (MSP) delivering comprehensive technology solutions to small and medium-sized businesses throughout the Atlanta metropolitan area. Our services include managed IT support, cybersecurity, cloud solutions, Microsoft 365 administration, networking, data protection, and IT infrastructure management. We are seeking a motivated, dependable, and experienced Level 1+ IT Support Technician to join our team. This position is designed for an IT professional who has already gained hands-on experience in a professional Help Desk or Managed Service Provider environment and is ready to take on broader technical responsibilities.Unlike a traditional entry-level help desk position, this role requires someone who can independently troubleshoot and resolve common technical issues, manage multiple client environments, and provide both remote and onsite support. The ideal candidate is resourceful, customer-focused, organized, and comfortable working in a fast-paced MSP environment.Key ResponsibilitiesTechnical Support and TroubleshootingProvide remote and onsite technical support to business clients.Troubleshoot Windows 10/11 workstations, laptops, printers, and peripherals.Diagnose and resolve hardware, software, operating system, and network connectivity issues.Install, configure, and deploy new computers, workstations, and business applications.Troubleshoot Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.Assist with Microsoft 365 administration, including user accounts, licensing, permissions, and multifactor authentication (MFA).Support basic Active Directory and Microsoft Entra ID administration.Troubleshoot basic networking issues involving TCP/IP, DNS, DHCP, VPNs, and wireless connectivity.Assist with workstation migrations, system upgrades, and employee onboarding and offboarding.Identify recurring technical issues and recommend appropriate solutions.Managed IT Services OperationsMonitor and respond to alerts generated by remote monitoring and management (RMM) systems.Manage assigned service tickets using a Professional Services Automation (PSA) platform.Troubleshoot and resolve common IT support requests independently.Perform routine system maintenance, patch management, and software updates.Investigate endpoint security alerts and assist with remediation.Monitor backup systems, investigate failures, and escalate issues when necessary.Assist with routine network equipment configuration and troubleshooting.Maintain accurate technical documentation, including troubleshooting procedures, client configurations, and ticket resolutions.Follow established service delivery procedures and security best practices.Escalate complex technical issues with thorough documentation of troubleshooting steps already performed.Client Service and CommunicationCommunicate professionally with clients through telephone, email, remote support sessions, and onsite visits.Manage multiple service requests while maintaining established service-level expectations.Provide timely updates to clients regarding ticket status and resolution.Explain technical issues and solutions clearly to nontechnical users.Maintain a professional appearance and demeanor when representing TeamLogic IT at client locations.Build positive relationships with clients through dependable and responsive technical support.Demonstrate accountability and ownership of assigned service tickets.Required QualificationsPrevious professional Help Desk or Managed Service Provider (MSP) experience is mandatory. Candidates must meet the following requirements:Minimum of 1 year of professional Help Desk or MSP experience, with 2 or more years preferred.Demonstrated experience troubleshooting and supporting Windows-based computers in a business environment.Working knowledge of Microsoft 365 applications and basic administration.Familiarity with Active Directory or Microsoft Entra ID.Basic understanding of networking concepts, including TCP/IP, DNS, DHCP, VPNs, and wireless networking.Experience using professional IT ticketing systems.Familiarity with remote access and remote troubleshooting tools.Ability to independently diagnose and resolve common technical problems.Strong written and verbal communication skills.Excellent customer service and interpersonal skills.Ability to prioritize multiple tasks and manage time effectively.Strong attention to detail and commitment to technical documentation.Willingness to learn new technologies and expand technical capabilities.Must currently reside in the Marietta, Georgia area or within reasonable commuting distance.Must possess a valid driver's license and maintain a clean driving record.Must have reliable transportation and be available to travel to local client locations as required.Compensation and BenefitsAnnual Salary: $42,000–$45,000 Starting salary will be determined based on professional experience, technical capabilities, and qualifications. Annual Performance-Based Bonuses Employees are eligible for annual performance-based bonuses. Bonus consideration may include:Individual job performance and productivity.Customer satisfaction and service quality.Ticket resolution efficiency and documentation.Professional development and technical growth.Overall company performance.Performance bonuses are discretionary and are not guaranteed. Unlimited Flexible Paid Time Off (PTO) We believe in providing employees with flexibility and maintaining a healthy work-life balance. TeamLogic IT – Marietta offers unlimited flexible PTO, subject to reasonable scheduling requirements, business needs, and management approval.Additional BenefitsPaid company holidays.Opportunities for professional development and technical training.Hands-on experience with a broad range of business technologies.Opportunities for advancement into higher-level technical positions.Collaborative, supportive, small-team working environment.Exposure to networking, cybersecurity, cloud computing, and IT infrastructure projects.Health Insurance Disclosure TeamLogic IT – Marietta does not currently provide employer-sponsored health or medical insurance.Work Location and Travel RequirementsThis is a full-time, in-person position based in Marietta, Georgia. Candidates must currently reside in the Marietta area or within reasonable commuting distance. The position requires occasional travel to client locations throughout the Atlanta metropolitan area. Applicants must possess a valid driver's license, maintain a clean driving record, and have reliable transportation.Important Applicant RequirementsPlease read carefully before applying. Previous professional Help Desk or MSP experience is required. This position is not intended for candidates seeking their first professional IT support role. Applicants must have at least one year of verifiable professional experience working in a Help Desk or Managed Service Provider (MSP) environment. All applicants who do not clearly demonstrate previous professional Help Desk or MSP experience on their resumes will be automatically rejected and will not be considered for an interview. The following do not independently satisfy the professional experience requirement:Academic coursework or college degrees.IT certifications without relevant professional experience.Personal computer troubleshooting or hobbyist experience.Home lab experience.General technology knowledge without professional IT support experience.We are seeking an experienced IT support professional who can contribute immediately with minimal foundational training.How to ApplyInterested candidates should submit an updated resume clearly demonstrating their professional Help Desk or MSP experience. Resumes should include previous employers, employment dates, technical responsibilities, and relevant technologies supported. Qualified applicants may be invited to participate in a technical interview or practical troubleshooting assessment to evaluate their hands-on IT support capabilities. TeamLogic IT – Marietta is an Equal Opportunity Employer. We look forward to welcoming a dependable, customer-focused IT professional to our team.