L1 Support Technician

Job Description
Andromeda is looking for a motivated, customer-focused L1 Support Technician who wants to build their IT career while solving real problems for real businesses.
As a member of our service team, you'll be one of the first technical resources our clients work with when they need help. You'll troubleshoot common IT issues, communicate with end users, document your work, and collaborate with more experienced technicians when an issue needs to be escalated.
We're looking for someone with a solid technical foundation, strong troubleshooting instincts, and — just as importantly — the ability to communicate with people.
About You
Who: You're an IT professional early in your career who enjoys figuring out why something isn't working and getting it fixed.
What: You have hands-on IT experience through a help desk, MSP, corporate IT department, internship, technical school, home lab, or similar environment. MSP experience is a plus but isn't required.
When: Available to start sometime between now and the next 90 days.
Where: You must be local to the Chicago metro area and able to work from our Lockport, IL office every Tuesday and Thursday. Monday, Wednesday, and Friday are worked remotely.
How: You troubleshoot methodically, communicate clearly, document what you've done, and know when it's time to ask for help instead of spending three hours fighting the same problem.
Why: You want more than resetting passwords all day. You want to learn, grow, and develop the skills necessary to take on increasingly difficult technical problems.
Your Team
You'll be a key member of our service department, working alongside L1, L2, L3, and Field Technicians.
We work collaboratively. You're expected to own the tickets you're working on, but you're not expected to know everything. When you're stuck, the rest of the team is there to help — and as your skills grow, you'll do the same for others.
How You Will Contribute
A typical day/week includes:

• Troubleshooting Windows workstation and application issues
• Supporting Microsoft 365 applications and services
• Resolving password, account, printer, connectivity, and common end-user issues
• Troubleshooting basic network and connectivity problems
• Working directly with end users by phone and remote support tools
• Documenting troubleshooting and resolutions clearly in service tickets
• Recognizing when an issue requires escalation and getting it to the right resource
• Collaborating with other technicians to resolve client issues
• Learning from L2 and L3 technicians and continuously expanding your technical skills

• Working knowledge of Windows 10 and Windows 11
• Familiarity with Microsoft 365
• Basic understanding of Active Directory and/or Microsoft Entra ID
• Basic networking knowledge, including IP addressing, DNS, DHCP, and Wi-Fi
• General PC hardware and software troubleshooting
• Ability to troubleshoot rather than simply follow a script
• Strong written and verbal communication skills
• Ability to work with non-technical end users
• Ability to read existing ticket notes and understand what has already been attempted
• Willingness to learn and accept coaching
• Strong sense of ownership and follow-through

• Blue Cross Blue Shield Health Insurance
• Dental Insurance
• Vision Insurance
• Optional 401(k), company matches up to 2%
• Optional life and disability coverage
• Paid holidays, sick days, and vacation
• 10 days of vacation and 5 sick days to start
• Unlimited vacation after 1 year of service
• Quarterly All-Hands Company Briefings
• Monthly company activities
• Annual Company Party
• Mentorship and opportunities for advancement

• The Fine Print
  We require drug testing and background screening for all positions.
  Many of our technical positions include a hands-on testing component, so be ready to show as well as tell.
  It's Your Move
  If you're looking for an opportunity to turn your IT knowledge into a career, work with experienced technicians, and keep building your skills, we'd like to hear from you.

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