We’re hiring a Tier 1 Support Technician to join our fast-paced Managed Service Provider (MSP) environment. In this role, you’ll be the first point of contact for clients—answering support calls, chats, and emails, and resolving common technical issues with professionalism and care. If you’re passionate about solving problems and enjoy helping people, we want to hear from you.
We’ve been a leader in the MSP space for over a decade and pride ourselves on a collaborative, down-to-earth team culture that supports work-life balance, ongoing training, and real advancement opportunities. You’ll gain hands-on experience across a variety of technologies while supporting diverse business clients—and you’ll be part of a team that’s serious about both performance and mentorship.
What You’ll Do:
- Respond to incoming IT support requests via phone, email, and chat
- Troubleshoot common desktop, application, and network connectivity issues
- Handle password resets, MFA challenges, system access, and basic account provisioning
- Log all support interactions in the ticketing system with detailed documentation
- Escalate complex issues to Tier II or specialized technical teams
- Provide clear communication and excellent customer service throughout the support process
- Educate users on basic IT best practices and self-service steps when applicable
- Follow established procedures and meet service level agreements (SLAs)
What You Bring:
- 1+ year of experience in an IT support or help desk role
- Prior experience working in a Managed Service Provider (MSP) environment (required)
- Familiarity with Windows, macOS, Microsoft 365, and basic networking concepts
- Excellent verbal and written communication skills
- A customer-first mindset and desire to learn new technologies
- High school diploma or equivalent; IT certifications or associate’s degree a plus
What We Offer:
- Health, dental, and vision insurance
- 401(k) with 3% employer match after 90 days
- 12 PTO days + 13 paid holidays annually
- 1 remote work day per week (after training)
- Supportive, team-oriented work culture
- Opportunities for promotion and paid training/certifications
