What are the responsibilities and job description for the Level 1 Support Technician position at Black Bottle IT?
About Black Bottle IT
Black Bottle IT is a Pittsburgh-based Managed Services Provider (MSP) and Cybersecurity firm committed to delivering enterprise-grade technology solutions to small and mid-sized businesses across Western Pennsylvania. We partner with our clients to proactively manage their IT infrastructure, protect their data, and position technology as a competitive advantage — not a liability.
The Opportunity
We are seeking a motivated, Pittsburgh-based Level 1 IT Technician to join our growing technical delivery team. This is a hands-on, client-facing role ideal for someone early in their IT career who is hungry to learn, passionate about technology, and committed to delivering an exceptional client experience. You will be the first point of contact for our clients’ day-to-day technical needs, working alongside experienced engineers in a cybersecurity-first environment where your growth is supported, and your contributions matter.
What You’ll Do
Serve as the first point of contact for client support requests via phone, email, and ticketing system, delivering prompt and professional service.
- Triage, document, and resolve Tier 1 technical issues including hardware, software, connectivity, printing, and Microsoft 365 problems.
- Escalate complex issues to Level 2/3 technicians with thorough notes and documentation to ensure seamless handoffs.
- Assist with onboarding new users — setting up workstations, accounts, email, and access permissions.
- Perform routine maintenance tasks including patch management, antivirus monitoring, and backup verification across client environments.
- Support cybersecurity best practices by helping enforce endpoint security policies and reporting anomalies or potential threats.
- Maintain accurate records in the PSA (Professional Services Automation) ticketing system; document resolutions for the internal knowledge base.
- Communicate clearly and professionally with clients, keeping them informed on ticket status and setting realistic expectations.
- Participate in team meetings, training sessions, and vendor webinars to continuously develop your technical skills.
- Occasionally assist with on-site client visits in the Pittsburgh metro area as needed.
What We’re Looking for: Required Qualifications
2 years of experience in technical support, help desk, or customer-facing IT role (internships and co-ops count).
- Working knowledge of Windows 10/11 operating systems, Microsoft 365 applications, and basic networking concepts
- Strong troubleshooting instincts — you know how to break a problem down and work through it methodically.
- Excellent communication skills, both written and verbal; you can explain technical issues to non-technical users with patience and clarity.
- Ability to manage multiple open tickets and prioritize effectively in a fast-paced environment.
- A customer-first attitude — you take ownership, follow through, and never leave a client hanging.
- CompTIA A certification (or willingness to obtain within the first 90 days of employment).
- Valid driver’s license and reliable transportation for occasional client site visits.
Preferred Qualifications
- Prior MSP or help desk experience in a multi-client environment.
- Familiarity with RMM tools
- Experience with Active Directory / Azure AD user administration.
- CompTIA Network or Security certification.
- Genuine interest in cybersecurity and a desire to grow toward a security-focused career path.
What We Offer
- Competitive base salary commensurate with experience
- Health, dental, and vision insurance
- 401(k) with company match
- Paid time off and observed holidays
- Structured career growth path: Level 1 → Level 2 → Level 3 → with clear milestones and support