IT Support Technician - Tier 1

IT Support Technician – Tier 1

Department: IT
Reports to: Director of Managed IT Services
Location: Lanham, MD (onsite role; remote/telework not available)

Position Overview

We are seeking a motivated Tier 1 IT Support Technician to join our Managed IT Services team. This role serves as the frontline customer support point for technical issues, providing timely and professional resolutions for hardware, software, networking, and system-related requests. You'll troubleshoot issues by phone, through remote tools, and at customer sites.

The ideal candidate thrives in a fast-paced environment, takes ownership of challenges, and delivers outstanding customer experiences while building expertise and advancing their career within our growing organization.

Key Responsibilities

• Respond to customer support calls, tickets, and emails promptly and with a positive, service-first attitude.
• Troubleshoot and resolve end-user issues involving desktops, laptops, mobile devices, printers, and software applications
• Escalate unresolved or high-complexity problems to higher-tier support while ensuring smooth handoff and customer confidence.
• Maintain clear, comprehensive, and accurate documentation for all support activities.
• Deliver proactive communication to customers, setting appropriate expectations on timelines and resolutions.
• Provide end-user training on common issues and new technologies as needed
• Collaborate with internal teams to ensure seamless service delivery
• Participate in IT projects, setup/deployment tasks, and system rollouts as assigned
• Support various IT needs, from help desk tickets to onsite installations (ability to lift up to 50 lbs. required)
• Develop expertise in at least one specialized IT area, supporting both personal growth and team capabilities
• Contribute to continuous improvement in technical skills and service delivery processes

Qualifications

Required Skills & Knowledge

• Excellent customer service mindset with strong communication and listening skills
• Familiarity with IT hardware (desktops, laptops, servers, switches, peripherals)
• Extensive knowledge of Microsoft Windows and/or Mac OS desktop environments
• Understanding of networking basics (TCP/IP, DNS, DHCP, Active Directory concepts)
• Experience administering Microsoft 365 and/or Google Workspace (G Suite)
• Ability to explain technical concepts to non-technical users clearly and patiently
• Strong documentation and organizational skills with attention to detail
• Ability to work independently while contributing effectively in a team environment
• Comfort working under time constraints and prioritizing multiple issues

Preferred Experience & Certifications

• Prior MSP (Managed Service Provider) technical role experience (1 years preferred)
• Experience with ConnectWise Manage / Automate or similar platforms
• Bachelor's degree in Computer Science, Information Systems, or equivalent combination of education and experience
• Industry certifications such as CompTIA A , Network , Security , MCSA, or CCNA highly desirable

What We Offer

Salary: $45,000 – $60,000 annually (based on experience and certifications)
Employment Type: Full-time

Comprehensive Benefits Package:

• 401(k) with employer contribution
• Health, dental, and vision insurance
• Company-paid life insurance
• Paid time off (PTO) and holidays
• Employee referral program
• Retirement plan

Professional Growth Opportunities:

• Clear advancement paths to Level 2, Level 3, and specialized technical roles
• Company-sponsored certifications and training programs
• Mentorship opportunities with senior technical staff
• Exposure to diverse technologies and client environments to expand your skill set

Schedule

• Monday to Friday, 8-hour shifts
• Standard business hours with a predictable schedule

Work Location Requirement

• Onsite in Lanham, MD (20706)
• Candidate must reliably commute or plan to relocate before start date

Experience Requirements (Preferred)

• Help Desk / IT Support: 1 year
• Windows OS: 1 year