Description
The Level 1 IT Support Technician serves as the first line of technical support for In-Telecom clients, providing support through phone, email, ticketing system, chat, and remote support tools.
This role is responsible for troubleshooting and resolving common end-user, workstation, Microsoft 365, access, printer, basic networking, and application issues while delivering a professional and consistent client experience.
This position operates in a fast-paced Managed Services Provider environment where technicians support multiple client environments, manage competing priorities, and balance urgency, accuracy, documentation, and client communication.
The Level 1 Technician is expected to own tickets from first response through resolution or proper escalation, follow documented processes and SOPs, maintain accurate ticket notes and time entries, and escalate issues appropriately when additional technical support or operational alignment is needed.
The ideal candidate is technically curious, coachable, client-focused, and able to shift priorities quickly based on client impact. This role also provides strong opportunity for continued learning and growth within the service desk and broader technical career path.
Participation in a rotating on-call schedule may be required to provide after-hours support coverage.
Key Responsibilities
- Provide first-level technical support for end users across multiple client environments.
- Respond to tickets, calls, alerts, and service requests in a timely, professional, and client-focused manner.
- Troubleshoot and resolve common issues related to Windows workstations, Microsoft 365, Outlook, Teams, OneDrive, SharePoint, printers, password resets, MFA, VPN, connectivity, and line-of-business applications.
- Properly categorize, prioritize, and document tickets according to company standards.
- Maintain clear and timely communication with clients throughout the ticket lifecycle.
- Confirm issue resolution with the end user before closing tickets.
- Escalate issues to Level 2, Field, Engineering, or other internal teams when the issue exceeds Level 1 scope, impacts multiple users, requires administrative changes, or indicates a larger technical concern.
- Follow documented SOPs, knowledge base articles, escalation paths, and client-specific procedures.
- Identify recurring issues, client-impacting patterns, or tickets that may require problem management.
- Accurately document troubleshooting steps, time entries, client communication, and resolution details.
- Support endpoint setup, user onboarding and offboarding tasks, software installs, access requests, and basic device troubleshooting.
- Maintain professionalism when working with users ranging from frontline employees to executive leadership.
- Participate in ongoing training, coaching, and technical skill development.
Skills, Knowledge & Expertise
Minimum Qualifications
Associate degree, technical school training, relevant certifications, or equivalent hands-on IT experience preferred. A bachelor’s degree in Information Technology, Computer Science, or a related field is a plus, but not required.
Minimum of 1 year of experience in a Help Desk, Service Desk, desktop support, or technical customer support role preferred. Experience in a Managed Services Provider or multi-client support environment is a plus.
Qualified candidates should have strong customer service, communication, troubleshooting, and documentation skills, with the ability to manage multiple tickets, prioritize based on client impact, follow SOPs and escalation paths, and recognize when an issue requires higher-level technical support.
One or more of the following certifications preferred:
- CompTIA ITF+
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Fundamentals
- Microsoft Endpoint Administrator Associate
- Other Microsoft 365, Azure, endpoint, or security-related certifications
Technical Proficiency
Experience supporting and troubleshooting:
- Windows 10/11 workstations.
- macOS workstations preferred.
- Microsoft 365 applications and services, including Outlook, Teams, OneDrive, SharePoint, and Exchange Online.
- Basic user account administration within Active Directory and Microsoft Entra ID.
- Email troubleshooting, including Outlook profiles, mail flow, mailbox access, connectivity, and mobile email setup.
- Password resets, account provisioning, MFA, security groups, shared mailboxes, and basic access management.
- Basic Microsoft Intune and endpoint management tasks preferred.
- Basic hardware troubleshooting for desktops, laptops, printers, scanners, docking stations, monitors, and other peripherals.
- Remote support tools, ticketing systems, and RMM tools.
- Basic TCP/IP networking concepts, including Wi-Fi, DNS, DHCP, VPN, IP addressing, and general connectivity troubleshooting.
- Basic cybersecurity awareness, including phishing, MFA, endpoint protection, and user security best practices.
Core Competencies Required
- Client-first communication
- Complete ownership of assigned tickets
- Technical curiosity
- Documentation discipline
- Process adherence
- Professional urgency
- Coachability
- Problem identification
- Team collaboration
- Integrity and transparency
Success Metrics
- Maintains timely first response and client communication standards.
- Resolves tickets within Level 1 scope without unnecessary escalation.
- Escalates appropriately when issues require higher-level support.
- Documents tickets clearly, accurately, and consistently.
- Meets utilization and time entry expectations.
- Demonstrates steady growth in technical troubleshooting and client communication.
- Follows SOPs and contributes to a more consistent support experience.
- Identifies recurring issues or client-impacting patterns instead of treating every ticket as a one-off.
- Represents In-Telecom professionally with clients and teammates.
Job Benefits
- Medical
- Dental
- Vision
- Short Term Disability
- Long Term Disability
- 401K