Help Desk Support/Technical Support - Remote

Job Description About Framework IT
Framework IT is Chicago's premier IT Managed Service Provider on a mission to reinvent how technology is serviced. With remarkable growth year over year, we're built on a client-first philosophy that focuses on understanding business needs first, then designing the right support solutions.
Our investment in the health, happiness, and career development of our team fuels the innovation that shapes how technology enhances the world around us.
We're seeking an IT Support Analyst I to deliver responsive, high-quality technical support to our clients. This role is the perfect blend of technical troubleshooting and exceptional customer service. You'll be the first line of support, helping end-users solve problems, onboard new clients, and ensuring our service delivery remains best-in-class.
Work Model: Hybrid schedule with mostly work-from-home flexibility, some scheduled office time, and up to 25% onsite visits to client locations.

Deliver Frontline Support
Handle service tickets and incoming hotline calls with expert care
Test all work thoroughly and involve clients in acceptance testing
Support connectivity and email (Internet, applications, file shares, POP3, IMAP, Exchange)
Provide workstation support: hardware, OS patches, drivers, and OS rebuilds
Deliver PC/Mac and printing support across various end-user applications
Deploy remote monitoring and management tools during client onboarding
Train end-users on opening tickets and engaging with support services
Support Onboarding & Installations
Pre-configure and install equipment for onsite deployments
Document all new equipment and account information thoroughly
Document & Administer
Create comprehensive documentation, checklists, training materials, and standards
1-2 years of IT troubleshooting experience supporting computers, networking, or server infrastructure

• Strong knowledge of PC/Mac, printing, end-user applications, and basic networking/server support
• Experience with cabling, ISP installation, WLAN, antivirus, mobile devices, and email
• Excellent communication skills with a service-oriented mindset
• High School Diploma/GED
• Flexibility for hybrid schedule and extended support hours as needed

Certifications: A+, Network+, MCP, or CCENT
MSP Experience: Minimum 1 year at a Managed Service Provider
PSA Platform: Familiarity with ConnectWise suite
AI Usage: Familiarity with using AI tools
High-quality documentation and adherence to workflows
Successful tool deployments with positive user feedback
Total Compensation: $55,000-$63,000 annually (base + bonus, based on experience and performance)
Medical, Dental, and Vision insurance

• Generous PTO and Flex-day policy
• Free parking (when in office)

If you're energized by solving problems, serving clients, and growing your skills in a collaborative, fast-growing MSP environment, we want to hear from you!