IT Support Technician Level 1
16 days ago
Rochester
Job DescriptionIT Support Technician Level 1: This role focuses primarily on remote end-user support, with additional responsibility for project work related to workstation deployments and managed services onboarding. The ideal candidate is customer-focused, organized, and comfortable working in a fast-paced managed services environment. Key Responsibilities Remote Support & Service Desk • Provide Tier 1–2 remote technical support for client end users via phone, email, and remote access tools., • Troubleshoot and resolve issues related to Windows workstations, Microsoft 365, email, printers, VPNs, and common business applications., • Document incidents, requests, and resolutions accurately within the ticketing system., • Escalate complex issues appropriately while maintaining ownership and communication with the client., • Adhere to service level agreements (SLAs) and internal support procedures. Project & Onboarding Support • Assist with workstation setup, configuration, and deployment for new and existing clients., • Support managed services onboarding activities, including:, • New user provisioning, • Device enrollment and configuration, • Software installation and standardization, • Documentation of client environments, • Work collaboratively with senior engineers and project leads to execute onboarding and workstation refresh projects., • Perform basic quality checks to ensure systems are configured according to Info Advantage standards.Client Experience & Internal Collaboration, • Communicate clearly and professionally with clients of varying technical skill levels., • Provide timely updates and set realistic expectations with clients., • Contribute to internal documentation and knowledge base articles., • Identify recurring issues and suggest process or technical improvements.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.Preferred Qualifications, • Experience working for a managed services provider (MSP)., • Exposure to endpoint management tools (e.g., RMM, MDM, Intune)., • Experience with workstation imaging or standardized deployments., • CompTIA A+, Network+, or Microsoft certifications (or willingness to obtain)., • Basic understanding of cybersecurity best practices for end users.