IT Systems Support Technician - Level 1 - RI

Leading with trust. CMIT Solutions National Corp. is a recognized leader in Managed IT Services for businesses. We’re business owners too, so we understand the opportunities and challenges facing today’s organizations. Our exceptional team includes more than 250 franchise locations and 900 top technology practitioners who want to help your business succeed.

IT Systems Support Technician – Level 1

Position Summary:

The IT Systems Support Technician – Level 1 will serve as the point of contact for clients seeking technical assistance during and after regular business hours. Candidate must be able to recognize, troubleshoot and resolve client issues in a timely fashion. Other tasks include handling escalated service request tickets from the Help Desk, project tasks, and deployment upgrades. Excellent communication, problem-solving, and customer service skills are key to success in this role.

Key Responsibilities:

• Respond to inbound support requests through phone.

• Provide excellent customer service to our clients and partners.
• Ability to manage multiple clients and projects simultaneously.
• Ability to work in a fast-paced environment addressing issues escalated by phone, chat, and ticketing systems.
• Provide remote assistance to end-users in the use of existing and new technologies, hardware, and software.
• Understanding of IT security and ability to identify and escalate policy violations.
• Contribute to company knowledge base and continually work to keep documentation up to date.
• Resolve support tickets in accordance with defined SLAs (Service Level Agreements).
• Work with vendors for warranty support or escalated technical issues.
• Respond to SIEM and Office 365 Security Alerts.

Qualifications:

• Education: Associate degree in Information Technology, Computer Science, or related field or equivalent work experience.
• Experience: 2 years of experience in a helpdesk or technical support environment.
• Skills:
• Proficient in Microsoft 365 and common business applications.
• Knowledge in Hosted Exchange.
• Familiarity with Microsoft productivity applications.
• Experience with RMM (Remote Monitoring and Management) platforms.

o IT Certifications (e.g., CompTIA Network , CompTIA Security , Microsoft Certified, Jamf)

Key Performance Indicators for Role:

• Average Resolution Time

o Average time taken to resolve support tickets

• Cross-Functional Collaboration

o Participation in cross-team meetings, design sessions, or integration efforts

• User Satisfaction Score (CSAT)

o Measured via post-resolution surveys

• Mentorship & Knowledge Sharing

o Contributions to onboarding, documentation, or internal training

Equal Opportunity Employer Statement:

Our company provides equal employment opportunities (EEO) to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.