Job Description
Job DescriptionIT 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.