IT Support Technician Level 1
$45,000–$55,000 year
Remote · Rochester, New York, United States
Job Summary
Remote end-user support focused on Tier 1–2 technical assistance via phone, email, and remote access; troubleshooting Windows workstations, Microsoft 365 apps, VPNs, printers, and standard business apps. Includes project and onboarding work for workstation deployment and managed services onboarding (new user provisioning, device enrollment, software installation, and documentation) and collaboration with senior engineers. Emphasizes SLA adherence, accurate incident documentation, professional client communication, and contributing to internal knowledge bases.
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
- CompTIA A+, Network+, or Microsoft certifications (or willingness to obtain)
- Basic understanding of cybersecurity best practices for end users
Desired 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
- CompTIA A+, Network+, or Microsoft certifications (or willingness to obtain)
- Basic understanding of cybersecurity best practices for end users
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