Level 1 Support Technician

Responsibilities

• Be the first point of contact for client issues via phone, email, and automated alerts.
• Triage tickets: identify the problem, assess severity, and escalate when needed.
• Keep clients updated throughout the resolution process — no one likes radio silence.
• Configure and deploy new workstations; migrate data and applications.
• Troubleshoot Windows PCs, servers, and common hardware issues.
• Support Active Directory, DNS, file/folder security, print servers, and certificates.
• Monitor and troubleshoot client LAN environments.
• Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).
• Document everything in IT Glue — seriously, everything.

Requirements

• 6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP or in a role supporting multiple clients simultaneously.