IT Support Technician

Job Summary:
We are seeking a IT Support Technician to provide remote Tier 1 technical support for our managed IT
clients. This role is responsible for monitoring systems, responding to alerts, assisting end users with
technical issues, and escalating complex problems when necessary. The ideal candidate is customer-
focused, organized, and eager to build a career in IT.

Key Responsibilities:
- Provide Tier 1 remote technical support for end users via phone, email, and remote access tools.
- Monitor and respond to system monitoring alerts and notifications.
- Document all troubleshooting steps, resolutions, and communications within the ticketing system.
- Monitor RMM, backup, server, workstation, and network alerts.
- Perform initial triage of security events and determine appropriate response actions.
- Maintain professionalism and strong customer communication throughout the support process
- Ensure timely follow-up and completion of assigned tasks and tickets
- Accurately document all work performed by entering detailed notes, updates, and time entries into
every ticket worked on

Required Qualifications:
- Strong customer service and communication skills.
- Ability to troubleshoot technical issues independently and efficiently
- Basic understanding of Windows operating systems and Microsoft 365.
- Strong attention to detail and documentation skills.
- Knowledge of networking fundamentals including DNS, DHCP, TCP/IP, and VPN connectivity.

Preferred Qualifications:
- Previous MSP, Help Desk, Service Desk, or NOC experience.
- Experience with RMM and PSA platforms.
- Experience with ticketing systems and remote support tools.
- Familiarity with EDR solutions such as Huntress, SentinelOne, CrowdStrike, or Microsoft Defender.

Performance Expectations/KPIs:
- Responds promptly to alerts and support requests – according to SLA requirements.
- Maintains accurate ticket documentation.
- Identifies and escalates potential security threats quickly.
- Contributes to continuous improvement of processes and documentation