MSP Tier 1 IT Support Technician-Not Remote
$45,760,000–$58,240,000 year
HybridDurham, North Carolina, United States
Durham, North Carolina, United StatesHybridFull Time$45,760,000–$58,240,000 yearMid Level
Full TimeMid Level
Job Summary
Provide remote and on-site technical support to SMB clients by troubleshooting hardware and software issues, performing routine system maintenance, and managing security measures. Act as the first point of contact for all IT incidents, ensuring accurate logging, tracking, and resolution while maintaining clear communication with clients. Assist with hardware and software installations, create detailed system documentation, and identify opportunities for process improvements. This role primarily involves remote support with occasional on-site visits within a fast-paced environment.
Required Qualifications
- A degree or diploma in Information Technology, Computer Science, or a related field
- Prior experience in an MSP or IT support environment, preferably servicing SMB clients
- Proficiency in Windows and macOS operating systems
- Proficiency in network configurations
- Proficiency in common business applications (e.g., Microsoft 365, G Suite)
- Strong analytical and troubleshooting skills
- A keen attention to detail
- Excellent verbal and written communication skills
- The ability to explain technical concepts to non-technical users
- A customer-focused approach with a commitment to delivering high-quality service
- Ability to work effectively both independently and as part of a collaborative team
- Experience with Remote Monitoring and Management (RMM) tools
- Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar
- Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint)
- Understanding of cloud platforms such as AWS, Azure, or Google Cloud
Desired Qualifications
- Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP)
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