Support Technician

MSP4, LLC is looking for a highly motivated and experienced IT Support Technician Level 1 to join our team.

Job Summary

As a Level 1 Support Technician, you will be the first point of contact for our clients, providing help desk and onsite technical support. Your primary responsibility is to diagnose and resolve issues efficiently while maintaining high customer satisfaction. You will work closely with other members of the IT team to ensure seamless service delivery and continuous improvement.

Key Responsibilities

• Help Desk Support:
  • Respond to client inquiries via phone, email, or chat.
  • Log and categorize incidents in the ticketing system.
  • Diagnose and resolve Level 1 technical issues related to desktops, laptops, software, and peripherals.
  • Escalate complex issues to Level 2/3 support or specialist teams as required.
  • Provide remote support to clients using appropriate tools.
• Onsite Technical Support:
  • Conduct scheduled onsite visits to client locations for routine maintenance, troubleshooting, and issue resolution.
  • Assist with hardware installations, replacements, and upgrades.Support network infrastructure, including Wi-Fi, switches, and routers.
• Customer Service:
  • Maintain a high level of professionalism and empathy while interacting with clients.
  • Provide clear communication and ensure clients are informed of the progress of their issues.
• Documentation & Reporting:
  • Document solutions and update knowledge base articles.
  • Generate incident and service request reports for management review.
• Team Collaboration:
  
  • Work closely with the technical team to ensure comprehensive support coverage.
  • Participate in team meetings, training, and continuous improvement initiatives.

Qualifications and Skills

• Educational Requirements:
  • High School Diploma or equivalent required.
  • Associate's degree or relevant IT certifications (CompTIA A , Network , etc.) preferred.
• Technical Skills:
  • Strong knowledge of Windows operating systems (Windows 10/11, Server 2016/2019/2022).
  • Familiarity with macOS and Linux is a plus.
  • Basic understanding of networking concepts (TCP/IP, DHCP, DNS).
  • Experience with remote support tools and ticketing systems.
  • Familiarity with Microsoft 365 administration (Outlook, Teams, SharePoint) is advantageous.
• Professional Skills:
  • Excellent communication and interpersonal skills.
  • Strong problem-solving abilities and attention to detail.
  • Ability to work independently and as part of a team.
  • Customer service-oriented mindset.

Experience

• Minimum of 1 year of experience in IT support, help desk, or customer service roles.
• Experience working in a Managed Services Provider environment is a plus.

Benefits

• Competitive salary - Starting 42k
• Comprehensive health, dental, and vision insurance
• Paid time off and holidays
• Professional development and training opportunities