Level 1 Support Desk Technician

1 month ago

Allen, United States USM Technology Full time
Job DescriptionJob DescriptionBenefits:
  • 401(k)
  • 401(k) matching
  • Company parties
  • Dental insurance
  • Free food & snacks
  • Training & development
  • Vision insurance
  • Competitive salary

Wanted: Tier 1 Support Technician

Are you a customer service-oriented, technology enthusiast with a passion for solving problems and delivering exceptional service? Do you thrive in an environment with high standards and continuous improvement? If so, we want you on our team


About Us: We are a mid-size, fast-growing Managed Services Provider (MSP) dedicated to ensuring operational excellence and client satisfaction. We are looking for a high-performance technician who can rapidly respond to phone calls, emails, and chats, address Tier 1 issues efficiently, and escalate well-documented higher-tier issues to our senior engineers. The best candidate for this position is high-energy, detail-oriented, and committed to delivering an incredible customer experience.

Essence of the Role: The essence of the Tier 1 Support Technician role is to provide proactive, efficient, and effective support to our clients. You will be the first point of contact, ensuring that issues are resolved promptly and that clients feel confident in our ability to manage their IT needs. This role is about more than just fixing problems; it's about anticipating needs, improving processes, and contributing to a culture of excellence and continuous improvement.

Responsibilities:


  • Provide technical assistance and support via phone, chat, and email for incoming queries and issues related to computer systems, software, and hardware.
  • Troubleshoot, repair, and configure computer and network components.
  • Work with the team to ensure tickets are responded to promptly and effectively.
  • Troubleshoot, resolve, and escalate tickets, ensuring thorough documentation of troubleshooting steps.
  • Contribute to process improvement initiatives and help maintain alignment with IT best practices.
  • Participate in regular training and development sessions to stay updated with the latest technologies and methodologies.
Requirements:


  • Experience troubleshooting Windows 10 and 11.
  • Experience working with Windows Server 2016 to 2022.
  • Experience administering Microsoft 365.
  • Excellent communication skills, both written and verbal.
  • Experience with Microsoft Azure Active Directory and on-premises Active Directory.
  • Up to 25% local travel to client sites.
  • 6+ months of experience working for a Managed Services Provider (strongly preferred).
  • Proficiency with Office 365 Suite and Administration, Active Directory, Microsoft Teams, Kaseya tools (Autotask, BMS, VSA, Datto, etc.), Microsoft Exchange Online, Microsoft Azure, and a suite of cybersecurity tools.
Work Environment:


  • Initially, you will be expected to be present in our office to learn from your coworkers and get acclimated to our clients and processes. Future remote work may be approved based on business requirements and technician capabilities.
Benefits:


  • Health/Dental
  • Long & Short-Term Disability
  • Life Insurance
  • 401K with matching contributions
  • Reimbursement for business travel and certifications
  • PTO days & Holidays
  • Competitive salary and generous benefits package
Why Join Us?


  • Be part of a team that values continuous improvement and high standards.
  • Engage in a proactive, strategic approach to IT management.
  • Work in a dynamic and fast-paced environment that supports your professional growth.
  • Contribute to a company dedicated to leveraging the TruMethods framework for operational excellence.
Ready to make a difference? Apply now and join us in delivering exceptional IT services


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