IT Support Technician

Job Description

1. Position Purpose

The Support Technician provides first and second-line IT support services to clients within a Managed Service Provider (MSP) environment. This role ensures timely resolution of technical issues, maintains client satisfaction, and contributes to operational excellence through accurate documentation, proactive problem-solving, and adherence to service standards.

2. Essential Duties and Responsibilities

• Act as the first point of contact for client technical issues via phone, email, or ticketing system.
• Diagnose and resolve issues related to desktops, laptops, mobile devices, printers, and peripherals.
• Support Microsoft 365 administration, email systems, and other line-of-business applications.
• Perform remote troubleshooting, escalating complex issues to higher-level support as needed.
• Install, configure, and maintain software and hardware according to company standards.
• Document all service requests, troubleshooting steps, and resolutions accurately in the PSA/ticketing system.
• Assist with user onboarding, account setup, and system maintenance tasks.
• Provide excellent customer service while maintaining professionalism under pressure.
• Identify recurring issues and contribute to continuous process improvement initiatives.

3. Key Performance Indicators (KPIs)

• Customer satisfaction scores and positive client feedback.
• Ticket response and resolution times meeting established SLAs.
• Accuracy of documentation and adherence to internal processes.
• Effective prioritization and workload management.
• Contributions to team success, knowledge sharing, and process enhancement.

4. Education and Experience Requirements

• Level 1: 0–2 years of IT support experience (MSP experience preferred).
• Level 2: 2–4 years of IT support experience with proven ability to handle escalated issues.
• Technical degree or equivalent hands-on experience preferred.
• Track record of delivering exceptional customer service.

5. Certifications (Preferred)

• CompTIA A+, Network+, or equivalent.
• Microsoft 365 Fundamentals or similar certifications.
• Additional relevant certifications (Azure, Security+, etc.) are a plus.

6. Competency Matrix

Level 1

Technical Knowledge: Basic troubleshooting skills across hardware/software issues.

Customer Service: Clear, friendly, and professional communication.

Problem Solving: Follows documented procedures and guidance.

Time Management: Manages assigned tickets with supervision.

Documentation: Accurate recording of steps and resolutions.

Team Contribution: Works collaboratively; seeks guidance when needed.

Level 2

Technical Knowledge: Advanced troubleshooting; capable of resolving escalations.

Customer Service: Strong client relationship management and issue ownership.

Problem Solving: Independently identifies root causes and proposes long-term solutions.

Time Management: Prioritizes workload and meets SLAs with minimal oversight.

Documentation: Produces clear, detailed documentation and knowledge base articles.

Team Contribution: Mentors Level 1 technicians and contributes to team improvements.

7. Working Conditions and Physical Requirements

• Primarily office-based or remote environment; occasional client site visits may be required.
• Ability to lift and move computer equipment (up to 40 lbs).
• Must be able to sit for extended periods and use a computer and phone effectively.

8. Career Path

• Opportunities for advancement to Level 2-3 Technician, Systems Engineer, or Project Implementation roles, with support for professional certifications and ongoing training.

Job Types: Full-time, Permanent

Pay: $15.00 - $30.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Paid time off
• Professional development assistance

Experience:

• IT Support: 2 years (Required)

License/Certification:

• A valid IT Specialist certification (Preferred)

Work Location: In person