Level 1 IT Support Specialist

We’re seeking a Level 1 IT Support Specialist who is eager to learn, enjoys solving problems, and wants to build a long-term career in IT.

This is a hands-on, client-facing role supporting a variety of technology environments. You’ll handle day-to-day technical support requests, troubleshoot hardware and software issues, assist users, and work alongside experienced Level 2 and Level 3 engineers.

This is a great opportunity for someone who has a solid IT foundation and is motivated to grow into a Level 2 role over time. You won’t be expected to know everything on day one, but you will be expected to ask questions, learn, take ownership, and continuously improve.

Key Responsibilities

• Respond to and resolve Level 1 technical support tickets in a timely manner

• Perform password resets, account changes, and basic user administration

• Provide basic Microsoft 365 support

• Troubleshoot basic networking issues including Wi-Fi, connectivity, VPN, and TCP/IP fundamentals

• Assist with workstation setups, hardware installations, software installations, and user onboarding

• Monitor and respond to RMM alerts and escalate issues when appropriate

• Accurately document troubleshooting steps, resolutions, and time worked within the PSA/ticketing system

• Follow established SOPs and escalate more complex issues to Level 2 or Level 3 engineers

• Communicate clearly and professionally with clients throughout the support process

• Participate in the team’s rotating after-hours/on-call support schedule

• Work alongside senior engineers to learn new technologies, troubleshooting techniques, and best practices

What You Bring

• 1+ year of experience in IT support, help desk, desktop support, or a similar technical role

• High School Diploma required; technical education or additional training is a plus

• Basic IT certifications such as CompTIA A+ or Network+, or actively working toward a certification

• Working knowledge of Windows operating systems and common desktop applications

• Basic Microsoft 365 experience

• Familiarity with troubleshooting printers, workstations, Wi-Fi, VPN, and basic network connectivity

• Strong problem-solving skills and a willingness to dig into an issue before escalating it

• Strong communication and customer service skills

• Ability to stay organized while managing multiple tickets and competing priorities

• A professional, positive attitude and willingness to learn from more experienced engineers

• A genuine desire to grow within IT and advance toward a Level 2 role

Preferred Skills

• Previous experience working in an MSP or client-service environment

• Experience with PSA/ticketing and RMM platforms

• Familiarity with Active Directory and basic user/account administration

• Basic understanding of networking concepts including DNS, DHCP, TCP/IP, and VPNs

• Experience with Microsoft 365 administration

• Additional technical certifications or active progress toward certification

What Success Looks Like

• Tickets are handled efficiently, accurately, and professionally

• Clients receive clear and timely communication

• Documentation and time entries are consistently accurate

• Issues are appropriately resolved or escalated with useful troubleshooting information

• You actively seek out opportunities to learn from the L2 and L3 engineering team

• You become increasingly confident handling more complex technical issues

• You demonstrate the initiative and technical growth needed to progress toward Level 2

This role is about more than closing tickets. It’s about building a career. We’re looking for someone who wants to learn from experienced engineers, take on new challenges, and grow with the team.