Tier 1 Technician - MSP

A dynamic and growing Managed Service Provider based in Tennessee is seeking a Tier 1 Technician to join their team in Jackson, TN. This hybrid position offers the flexibility to work both remotely and on-site as needed. The role involves being the first point of contact for technical support inquiries, providing remote and on-site assistance, and ensuring timely resolution of issues. The ideal candidate will have strong communication and technical troubleshooting skills, along with a passion for helping others.

Apply now to join an innovative team that values growth and collaboration!

Responsibilities:

• Serve as the first point of contact for all technical support inquiries from clients via phone, email, chat, or in-person.
• Diagnose and resolve basic technical problems related to hardware, software, networking, and other IT services.
• Create, track, and manage incident tickets in the ticketing system, ensuring timely follow-up and resolution.
• Provide clear and effective communication to clients, ensuring their issues are understood and resolved promptly.
• Assist users with common IT problems, such as password resets, software installations, and basic connectivity issues (e.g., VPN, Wi-Fi).
• Escalate more complex issues to Tier 2 or higher-level support teams as necessary.
• Assist with client onboarding, software configurations, and setup of new workstations or devices.
• Maintain a high level of professionalism and customer satisfaction throughout all interactions.
• Participate in ongoing training and development to enhance your technical skills and certifications.

Requirements:

• Previous experience in a help desk or IT support role is preferred but not required. 
• Experience working in an MSP environment is a plus.

Skills:

• Strong troubleshooting and problem-solving abilities.
• Experience with DNS troubleshooting (e.g., resolving DNS lookup failures, verifying DNS settings).
• Familiarity with operating systems (Windows, macOS) and common software applications.
• Experience with basic network troubleshooting (e.g., using ping to test connectivity, checking network interfaces).
• Basic knowledge of networking concepts (TCP/IP, DNS, VPN, etc.).
• Excellent communication skills and the ability to explain technical issues to non-technical users.
• Strong attention to detail and ability to work in a fast-paced environment.

Certifications:

• CompTIA A+ or CompTIA Network+ certification is required or highly preferred.
• CompTIA Network+ is a plus.
• Other: Ability to work in a hybrid environment, with flexibility to work both remotely and on-site as needed.

Benefits:

• 401K Matching: Employer contribution.
• Health Benefits: Blue Cross Blue Shield (BCBS) medical, dental, and vision plans.
• Paid Time Off: 2 weeks of paid vacation annually.
• Certification Reimbursement: Reimbursement for certification exams and related expenses.

Salary:

• Up to $45,000 per year.