IT Support Technician I

The job

The IT Support Technician I is the first point of contact for our clients. When a client's technology stops working, you are the person who answers, works out what is wrong, and either fixes it or hands it up with notes complete enough that nobody has to come back and ask you a question.

This is a Tier 1 support role, with a Technician II and the engineers above you, so what you hand up goes somewhere real. Most of your time goes on Windows desktop problems, Microsoft 365 accounts and applications, and getting equipment out the door and working, with regular travel to client sites across Northeast Ohio.

Full-time and non-exempt. Reports to the Service Delivery Manager.

What you would be doing

• Answer client support requests by phone, email, and ticket, inside the service levels we have committed to
• Diagnose and fix Windows desktop and laptop problems: operating system, applications, drivers, and profiles
• Administer Microsoft 365, including user accounts, licensing, Exchange Online, Teams, SharePoint, and OneDrive
• Image, configure, and deploy workstations, laptops, and mobile devices
• Install and verify software, patches, and security updates
• Support printers, scanners, and network hardware at client sites
• Escalate what you cannot finish to the Technician II, with the troubleshooting you already did written down
• Keep ticket notes accurate, and add what you learn to the client documentation
• Travel to client sites across Lake, Geauga, Cuyahoga, Summit, and Stark counties as scheduled
• Keep training, and take the certifications the company pays for

What you need

• One year of professional IT support experience, or an equivalent mix of coursework, internship, and hands-on personal experience
• Working knowledge of Windows 10 and Windows 11 troubleshooting that you can demonstrate
• Working knowledge of Microsoft 365 from the administration side, not only as a user
• Networking fundamentals: IP addressing, DNS, DHCP, and enough to work out why something will not connect
• The ability to explain a technical problem clearly to a business owner who never wanted to learn about it, in writing and on the phone
• A valid driver's license, a clean driving record, and reliable transportation
• Legal authorization to work in the United States without sponsorship
• Able to work on-site full-time at the Painesville or Hudson office

What helps

• CompTIA A+, Network+, or Microsoft MS-900 or AZ-900
• Time at a managed service provider, or anywhere else you supported more than one company at once
• Experience with a professional services automation or ticketing platform
• Experience with remote monitoring and management tooling
• Active Directory and Entra ID administration

What this role is not

• Not remote or hybrid. On-site five days a week, plus travel to client sites.
• Not a single-environment service desk. You will support many client environments, each with its own standards, tooling, and constraints. If you would rather go deep on one, an internal IT job at one company suits you better than this one does.
• Not a purely technical job. A real part of it is walking a worried, non-technical person through a bad morning. Technical skill on its own will not carry it.

What good looks like in six months

• Tier 1 tickets resolved on your own, inside the service level, without routine escalation
• Work you own either finished or handed over cleanly, never quietly parked
• Documentation another technician can act on without coming back to ask you
• At least one company-funded certification finished
• Clients who mention you by name when they talk about how it went

Working conditions

Office and client sites. Involves lifting and carrying equipment up to 50 pounds, working under desks and in equipment closets, and driving to client locations during the workday.