What are the responsibilities and job description for the Tier 2 Technician (LAK) position at IT Voice?
About IT Voice
IT Voice is a leading provider of Technology solutions, specializing in a wide range of services including Managed IT, Cloud, Security, Managed Network, and VoIP solutions. As a Managed Service Provider (MSP), we are dedicated to delivering World Class Technology with Hometown Service, guided by our core values: Focus on others, own it, work smart, and do the right thing. We prioritize the needs of our clients, taking ownership of every task and approaching our work with efficiency and integrity. If you're seeking a fast-growth company with sound values and an opportunity to advance your career, then this is the place for you.
About The Role
As a Tier 1 Technician, you’ll serve as the first line of technical support for our clients. This role is primarily focused on remote Helpdesk support—resolving tickets, troubleshooting endpoint and server issues, and supporting daily client operations. However, unlike standard Tier-1 remote roles, this position includes occasional on-site deployments in the Lakeland, FL area as business needs arise. This is a hybrid position.
We’re seeking a motivated and dependable technician who’s ready to jump in, solve problems, and represent IT Voice both virtually and in-person when needed.
What You'll Do
Work Schedule: Monday to Friday, full-time
IT Voice is a leading provider of Technology solutions, specializing in a wide range of services including Managed IT, Cloud, Security, Managed Network, and VoIP solutions. As a Managed Service Provider (MSP), we are dedicated to delivering World Class Technology with Hometown Service, guided by our core values: Focus on others, own it, work smart, and do the right thing. We prioritize the needs of our clients, taking ownership of every task and approaching our work with efficiency and integrity. If you're seeking a fast-growth company with sound values and an opportunity to advance your career, then this is the place for you.
About The Role
As a Tier 1 Technician, you’ll serve as the first line of technical support for our clients. This role is primarily focused on remote Helpdesk support—resolving tickets, troubleshooting endpoint and server issues, and supporting daily client operations. However, unlike standard Tier-1 remote roles, this position includes occasional on-site deployments in the Lakeland, FL area as business needs arise. This is a hybrid position.
We’re seeking a motivated and dependable technician who’s ready to jump in, solve problems, and represent IT Voice both virtually and in-person when needed.
What You'll Do
- Provide Tier-1 support for desktops, servers, applications, and endpoints
- Troubleshoot Windows Server environments, Exchange, Office 365 Admin, and Active Directory
- Monitor and respond to system performance alerts and user-submitted tickets
- Utilize ConnectWise PSA for ticketing, documentation, and communication
- Update internal and client-facing documentation as needed
- Participate in team meetings, ongoing training, and development initiatives
- Deploy on-site within the local market when necessary
- Participate in the on-call rotation and perform other duties as assigned
- 1–2 years of experience in an IT support or Helpdesk environment
- Working knowledge of AD forests, trees, domains, and replication
- Basic understanding of networks and subnetting
- Proficiency with Microsoft Office Suite, Windows Server 2012–2019, Exchange, O365, and antivirus solutions
- Excellent verbal and written communication skills
- Strong organizational, multitasking, and documentation abilities
- Ability to lift up to 40 lbs unassisted
- Must reside in or near Lakeland, FL and be willing to commute for occasional on-site visits
- Authorization to work in the U.S.
- We are also a Team – so if it would bother you to take out the trash one day, it’s probably best you don’t apply.
- Certifications: CompTIA, MCP, Microsoft, Cisco, VMware
- ConnectWise PSA experience
- Base Salary: $21.60/hour – $26.44/hour
- Benefits: 401(k), health, dental, vision, life insurance, PTO, and Paid Holidays
- Growth: Career advancement opportunities in a growing, people-first organization.
Work Schedule: Monday to Friday, full-time
Salary : $22 - $26