What are the responsibilities and job description for the Managed IT Support Technician - Level 1-2 position at Fidelis, Inc.?
Managed IT Support Technician - Level 1-2
Job Summary
The Managed IT Support Technician provides a range of first and second-level technical support for our customers. This hybrid role combines elements of help desk support, field service, and customer service. Technicians work on average about 50% of the time onsite at customer locations, and 50% of the work is performed remotely, either from their home office or at our Renton office. The role requires a solid understanding and experience working at the user level, as well as some experience troubleshooting server and networking issues. In addition to providing technical support, this position may also take on ticket management, scheduling, and dispatch responsibilities, serving as a liaison to ensure customer needs are directed to the right resources at the right time.
Key Responsibilities
- Complete tickets and tasks based on customer priorities and commitments.
- Monitor and communicate the status of customer requests in real-time.
- Act as a liaison for customers by managing tickets, dispatching work, and helping route requests to the right team members.
- Troubleshoot and resolve desktop, peripheral, and user-related issues, escalating as needed.
- Provide technical support for monitoring alerts and patching.
- Support Microsoft business applications and operating systems on servers and workstations.
- Troubleshoot Internet, LAN, wireless, switch, firewall, and security issues.
- Support backup and disaster recovery solutions.
- Contribute to professional service projects as assigned.
- Participate in on-call support rotation.
- Maintain and update customer documentation.
- Accurately document support interactions and log time in support systems.
Level 1 Skills & Qualifications
- 0–2 years of desktop support and customer service experience.
- Knowledge of desktop hardware and operating systems (Windows 7–11, macOS).
- Experience with Microsoft 365 applications and basic tenant administration (user setup, MFA, password resets, distribution groups, Teams basics).
- Experience with computer installations, virus/malware removal, and peripheral setup.
- Basic networking and end-user connectivity troubleshooting.
- Strong customer service and communication skills (phone and written).
- Ability to create and maintain documentation.
- Eagerness to learn and grow in the role.
Level 2 Skills & Qualifications
- All Level 1 skills plus intermediate troubleshooting expertise.
- 2 years in a technical support role and 2 years of customer service.
- Experience with Windows Server 2016, 2019, 2022, and 2025.
- Strong Microsoft 365 administration skills.
- Solid understanding of networking (wireless, routers, firewalls, switches).
- Experience supporting small and mid-sized businesses.
- Ability to work independently from start to finish on IT issues and projects.
- Experience managing and troubleshooting backups.
- Strong troubleshooting and problem-solving skills.
- Experience with scripting and automation tools is a plus.
Position Details & Requirements
- Must have reliable transportation, auto insurance, and a valid driver’s license.
- Technicians spend significant time in the field supporting customers.
- Participation in on-call rotation with 24/7 availability when scheduled.
- Work includes both remote and onsite support across the Puget Sound region.
- Office located at 1920 S Puget Dr, Renton, WA 98055.
- Maximum commute from home to office: 40 miles one way.
- Compensation based on experience.
- Hybrid “Remote 1st Work Force” model after onboarding.
- Pre-employment background check required.
- 36-hour work week after onboarding (four 9-hour days with a flex day, providing 3-day weekends).
About Fidelis
Since 2008, Fidelis has been providing Managed IT Services, Network Cabling, and Business Communications to customers throughout the Puget Sound area. Headquartered in Renton, WA, we are committed to building strong partnerships with our clients and supporting them with reliable technology solutions. Our success depends on the dedication of our team. We seek individuals with diverse skills and a passion for customer service who want to grow with us.
Learn more: www.fidelisnw.com
Job Types: Full-time, Part-time
Pay: $21.00 - $27.00 per hour
Expected hours: 36 – 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Referral program
- Retirement plan
- Vision insurance
Work Location: Hybrid remote in Kent, WA 98030
Salary : $21 - $27
