Tier 1 Support Technician

The Tier 1 IT Support Technician will primarily be responsible for preparing, deploying, and installing desktop and laptop workstations for our managed services clients. This role also provides first-level technical support, documents work performed, and escalates issues when necessary. The ideal candidate has experience working in a Managed Service Provider (MSP) environment and is comfortable using industry-standard RMM and PSA platforms.

Responsibilities

• Configure, deploy, and install Windows desktop and laptop workstations.
• Perform workstation replacements, upgrades, and migrations.
• Configure Microsoft 365 accounts, Outlook, OneDrive, Teams, and related applications.
• Join computers to Microsoft Entra ID (Azure AD) or Active Directory domains.
• Install and configure business software and peripherals.
• Document work performed and maintain accurate client records.
• Utilize ConnectWise Manage.
• Use NinjaOne (Ninja RMM).
• Troubleshoot basic Windows, networking, and Microsoft 365 issues.
• Provide professional onsite and remote customer support.
• Escalate complex issues.
• Follow SOPs.

Required Qualifications

• Minimum 1 year of experience working for an MSP.
• Experience with ConnectWise Manage preferred.
• Experience with NinjaOne (Ninja RMM) preferred.
• Proficient with Microsoft 365.
• Knowledge of Windows 11.
• Familiarity with Active Directory and Microsoft Entra ID.
• Basic networking knowledge.
• Excellent customer service.

Benefits

• Health Care Plans (Medical, Dental & Vision)
• Retirement Plan and Matching (Simple IRA)
• Paid Time Off (Vacation, Sick, and Public Holidays)
• Full-Remote Work from Home