Level 1 IT Support

Department: Service and Support
Reports to: Service Desk Manager

Job Description:

The Level 1 Support will provide remote and onsite support for PCs, networking equipment, servers, firewalls, and desktop software for a variety of diverse small to medium-sized organizations. They will field and troubleshoot incoming helpdesk calls as directed by the Service Desk Manager.

This position will assist their peers as interim escalation point for difficult-to-solve issues. The candidate should expect and not be opposed to performing a wide variety of IT support ranging from simple desktop and peripheral support to moderately complex server and network issues, as dictated by client request and company workload.

Candidates must also be willing to work directly with all types of clients and internal staff, from technical to the very non-technical. Acting as a mentor to peers at this level is viewed favorably.

Level 1 Support will also assist on projects as needs dictate and will assist in the completion of project deliverables as assigned by a Level 2 or 3 project lead with supervision. They are also responsible for assisting in the maintenance and integrity of the internal systems, including customer-facing hosted and cloud environments at the request of their managers.

Responsibilities

  • Provide remote and in-person IT support to clients as needed by the business
  • Assist in IT Support relating to issues with the internal systems and network infrastructure
  • Support services for Microsoft technologies: Windows Server, Exchange, SQL, SharePoint, etc.
  • Initial support services for virtualization technologies: VMware and Microsoft
  • Initial technical support at the network level: WAN/LAN connectivity, routers, firewalls, security
  • Administer hosted & cloud solutions for customers with technologies that meet their needs
  • Assist in the implementation and support of disaster recovery solutions
  • Remote access solution support: VPN, Terminal Services, and/or RemoteApp
  • Respond to tickets from remote monitoring and management (RMM) system alerts/notifications
  • Contribute to the documentation and maintenance for all technical infrastructure
  • Communicate with customers, keep them informed of incidents, changes, or planned outages
  • Keep managers aware of issues that require escalation and escalate items in a timely manner
  • Contribute to improvement of internal processes and procedures
  • Maintain time/expense entries, complete training, scheduled dispatches, projects, and tickets
  • Review IT publications and online materials to stay up-to-date on current/future technologies

Non-technical Job Requirements:

  • Ability to work in a team and communicate effectively (i.e. consistent written, verbal and interpersonal skills)
  • Ability to work at a high level independently, utilizing other resources with good judgment
  • Must demonstrate high initiative and ownership of issues
  • Must demonstrate strong attention to detail and work ethic
  • Must keep the image and reputation of the company in mind during customer exchanges
  • Must set a positive example both technically and professionally within the team
  • Must demonstrate strong and consistent customer and relationship management skills
  • Must demonstrate strong time management skills
  • Ability to make customers feel positive about their support experience regardless of outcome
  • Ability to follow internal procedures and reliably perform real-time ticket documentation
  • Ability to work assigned tickets/projects from start to finish and escalate in a timely manner
  • Ability to maintain office hours of 8am-5pm or 9am-6pm, as well as any late workdays that are typical with IT positions from time to time
  • Ability to participate in a rotating “on call” schedule
  • Ability to effectively diagnose and troubleshoot technical issues
  • Driven to pursue continuous education, certification and self-improvement
  • Willingness to undergo a technical skills assessment test and online behavioral assessment
  • Availability for Adhoc technical projects and duties as needed by the business

Technical Job Requirements:

  • Minimum 1 year professional experience in supporting
    • Virtualization, network connectivity and networking equipment for both LAN and WAN topologies, including: routers, managed switches
  • 1-2 years of professional experience in supporting
  • TCP/IP, desktop troubleshooting, network connectivity and networking equipment: VLANs, WLANs, NAT, firewalls
  • Microsoft Windows XP/Vista/7, Microsoft Outlook, Office Suite, Office 365 Suite
  • Microsoft Exchange (2000-2013) and Microsoft Server (2000-2012, including SBS)
  • Familiarity with various Antivirus software packages
  • Familiarity with remote access solutions: Teamviewer, VNC, etc.
  • 1 year of Unix or Linux experience (any variety is acceptable)
  • Microsoft Active Directory administration, setup experience preferable
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Prior experience in an MSP environment is desirable
  • Server hardware and related tech: RAID, iLO, DRAC, backup methods
  • Internet-related technologies, including: DNS, registrars, SSL, webhosting providers
  • Possess some best practices, problem resolutions for each of the above-mentioned technologies
  • Labtech RMM or similar RMM experience preferred
  • ConnectWise experience or similar PSA experience preferred

Education and Certification Requirements:

  • High School Diploma or equivalent
  • Bachelors Degree in Information Technology or Computer Science preferred
  • Required Certifications:
    • CompTIA Network+ and A+
  • Certification or equivalent technical ability and experience
  • Microsoft MCP, MCSA, or MCSE
  • SonicWall CSSA, Cisco CCNA
  • VMware VCP, Citrix CCEA or CCIA

Benefits & Compensation:

  • Salary is commensurate with experience.