Job Description
Job Description
About the Role
Linear 1 Technologies is seeking a motivated, customer-focused Tier I Support Desk Technician to join our growing team on a temp-to-hire basis. This role is perfect for someone with hands-on help desk experience who thrives in dynamic IT environments and enjoys solving problems for a variety of clients. This role is in our Dublin, OH office, but you will travel to client sites minimally.
We're looking for someone confident in their technical skills, who communicates well, and is committed to providing excellent support. As a frontline technician, you will often be the first voice our clients hear, so patience and professionalism on the phone matter as much as technical ability. You'll work alongside experienced engineers and other Tier I IT Support Desk Technicians. You will contribute mostly to daily support tasks across Microsoft 365, VoIP telecom, and entry-level security issues, but you will be challenged with involvement in larger projects as your knowledge and skills grow.
This position begins as a temporary, evaluation-based role with the expectation of transitioning into an existing full-time Tier 1 position based on performance, team fit, and experience. The temporary period is designed to provide hands-on experience and a structured evaluation to ensure long-term success for both the employee and the organization.
Key Responsibilities
- Provide frontline technical support via phone, email, and on-site visits
- Answer and work inbound support calls: log the ticket, troubleshoot, and resolve the issue whenever possible before escalating to a higher-tier technician.
- Handle common Tier 1 requests such as password resets, account lockouts, and Microsoft 365 user issues
- Work entry-level VoIP/telecom tickets, such as adding or changing extensions, resetting voicemail, and setting up call forwarding
- Monitor and manage support queues through our internal HubSpot ticketing system.
- Triage entry-level cybersecurity events and escalate them according to procedure
- Document actions taken in tickets to support billing and ongoing service quality
- Escalate advanced tickets to senior technicians
- Troubleshoot and resolve hardware, software, telecom, and network connectivity issues
- Act with urgency when a client is down: restore service quickly with a temporary solution if possible while the root cause is investigated, rather than leaving the client without service
- Install, configure, and test desktop/laptop systems and network devices
- Assist with small IT projects and support senior technicians on larger deployments
- Communicate effectively with clients, especially when providing guidance or ETA updates
- Learn new technologies quickly and apply them in a hands-on environment
- Coordinate with vendors or third-party service providers when needed
- Maintain a clean, professional, and organized approach to support requests
- Identify and communicate continued educational needs
Additional Responsibilities if Hired Full-Time Salaried
- After-hours on-call rotation shared by all technology team members
Skills & Qualifications
Must-Have:
- 2+ years of hands-on help desk or service desk experience, including taking support calls and working a ticket queue
- Understanding of Microsoft 365 administration at the tenant level, such as user provisioning, license management, and basic configuration
- Working knowledge of Windows 10/11 at the administrative level, including setup, configuration, troubleshooting, and basic scripting
- Strong interpersonal, customer service, and documentation skills, including patience and professionalism on the phone with users of all technical levels
- Basic networking knowledge (routers, switches, firewalls)
- Basic familiarity with hosted VoIP phone systems (e.g., 3CX, RingCentral, 8x8, or similar), or a demonstrated ability to learn one quickly
- A sense of urgency and ownership: follows tickets through to resolution and keeps clients informed
- Sincere drive to constantly learn, improve, and grow
- Ability to lift up to 40 pounds and navigate office environments
- Driver's license and insurability to drive company vehicle
Preferred:
- Prior MSP experience
- Familiarity with Ubiquiti, Arista, Meraki, MikroTik
- Understanding of DNS services and products
- Basic understanding of cybersecurity fundamentals (phishing, MFA, compromised accounts)
- Certifications: A+, Network+, MCP
Temporary Employment Details
- This role begins as a full-time, hourly position (40 hours per week)
- The temporary period is intended for training, onboarding, and mutual evaluation
- Duration: Minimum of 60 days, up to a maximum of 180 days
- Time Off: 1 day of PTO accrued per month during this period
- On-Call: Not required during the temporary period
- Performance Reviews: Formal feedback is provided every 30 days
- Candidates who demonstrate strong technical ability and team alignment are often transitioned to full-time within the first 90 days.
What We Offer
Pay: $24.00 - $28.75 per hour during the temporary period; $50,000 - $60,000/year once converted to full-time salaried. Compensation will be adjusted based on experience and alignment with the needs of this Tier 1 role.
Immediate Benefits (During Temp Period):
- Company laptop and tools provided
- 1 day of PTO accrued per month
- Shared Company vehicle for client visits
- In-house continuing education Learning Hub
- A supportive, flexible work environment with room to grow
- Opportunities to work in a variety of technologies and client environments
Additional Benefits if Hired Full-Time:
- 50% employer-paid health, dental, and vision coverage
- IRA plan with 3% company match (after 1 year of full-time employment service)
- 120 Hours Paid Time Off (Vacation/Sick)
- 9 Paid Company Holidays
- Life insurance and other benefit options
About Linear 1 Technologies
Linear 1 Technologies is a Managed Service Provider (MSP) specializing in VoIP telecommunications, fiber internet, IT network infrastructure, and cybersecurity. We partner with clients across Central Ohio to deliver scalable, custom solutions that support their long-term success. We aren't just vendors — we're trusted IT allies.