IT Support Technician Level 1

Job Description

Job Description

IT Support Technician Level 1:

This role focuses primarily on remote end-user support, with additional responsibility for project work related to workstation deployments and managed services onboarding. The ideal candidate is customer-focused, organized, and comfortable working in a fast-paced managed services environment.

Key Responsibilities

Remote Support & Service Desk

• Provide Tier 1–2 remote technical support for client end users via phone, email, and remote access tools.
• Troubleshoot and resolve issues related to Windows workstations, Microsoft 365, email, printers, VPNs, and common business applications.
• Document incidents, requests, and resolutions accurately within the ticketing system.
• Escalate complex issues appropriately while maintaining ownership and communication with the client.
• Adhere to service level agreements (SLAs) and internal support procedures.

Project & Onboarding Support

• Assist with workstation setup, configuration, and deployment for new and existing clients.
• Support managed services onboarding activities, including:
  • New user provisioning
  • Device enrollment and configuration
  • Software installation and standardization
  • Documentation of client environments
• Work collaboratively with senior engineers and project leads to execute onboarding and workstation refresh projects.
• Perform basic quality checks to ensure systems are configured according to Info Advantage standards.

Client Experience & Internal Collaboration

• Communicate clearly and professionally with clients of varying technical skill levels.
• Provide timely updates and set realistic expectations with clients.
• Contribute to internal documentation and knowledge base articles.
• Identify recurring issues and suggest process or technical improvements.

Required Qualifications

• 1–3 years of experience in a helpdesk, service desk, or MSP environment.
• Strong working knowledge of:
  • Windows 11
  • Microsoft 365 (Exchange Online, Outlook, Teams, OneDrive, SharePoint)
  • Basic networking concepts (DNS, DHCP, VPNs)
• Experience providing remote technical support.
• Familiarity with ticketing systems and documentation best practices.
• Strong customer service, communication, and time-management skills.

Preferred Qualifications

• Experience working for a managed services provider (MSP).
• Exposure to endpoint management tools (e.g., RMM, MDM, Intune).
• Experience with workstation imaging or standardized deployments.
• CompTIA A+, Network+, or Microsoft certifications (or willingness to obtain).
• Basic understanding of cybersecurity best practices for end users.