L1 Technician
$45,000–$55,000 year
On-siteTexas, United States
Job Summary
Provide first-level technical support for end users across multiple client environments by responding to tickets, calls, alerts, and service requests. Troubleshoot and resolve common issues related to Windows workstations, Microsoft 365 applications, printers, password resets, and connectivity while maintaining clear communication throughout the ticket lifecycle. Own tickets from first response through resolution or proper escalation, documenting troubleshooting steps and time entries according to company standards. Participate in a rotating on-call schedule to provide after-hours support coverage. Confirm issue resolution with the end user before closing tickets and escalate appropriately when issues exceed Level 1 scope or impact multiple users.
Required Qualifications
- Associate degree, technical school training, relevant certifications, or equivalent hands-on IT experience
- Minimum of 1 year of experience in a Help Desk, Service Desk, desktop support, or technical customer support role
- Experience in a Managed Services Provider or multi-client support environment
- Strong customer service, communication, troubleshooting, and documentation skills
- Ability to manage multiple tickets
- Ability to prioritize based on client impact
- Ability to follow SOPs and escalation paths
- Ability to recognize when an issue requires higher-level technical support
- Client-first communication
- Complete ownership of assigned tickets
- Technical curiosity
- Documentation discipline
- Process adherence
- Professional urgency
- Coachability
- Problem identification
- Team collaboration
- Integrity and transparency
- Windows 10/11 workstations
- macOS workstations
- 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
- 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
- Participation in a rotating on-call schedule
Desired Qualifications
- Bachelor's degree in Information Technology, Computer Science, or a related field
- CompTIA ITF+
- CompTIA A+
- CompTIA Network+
- Microsoft 365 Fundamentals
- Microsoft Endpoint Administrator Associate
- Other Microsoft 365, Azure, endpoint, or security-related certifications
- Basic Microsoft Intune and endpoint management tasks preferred
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