Hybrid Deskside Support Technician (Tier 1)

Company Overview: Mpathic is a consultative Contact Center solution provider dedicated to employee advancement and customer delight. We are committed to referral- and merit-based recruiting and internal promotion. Mpathic’s purpose is to help enterprises fulfill their mission by delivering superlative managed Contact Center services, to employ technology that reduces customer effort and magnifies humanity,?and to treat every encounter with another person as an unrepeatable chance to make their life better.

Overview:

Mpathic is seeking a reliable and customer-focused Deskside Support Technician to provide Tier 1 technical support at a client site. This role is ideal for someone with foundational IT troubleshooting skills who enjoys hands-on problem solving and direct user interaction. The technician will serve as the first point of contact for resolving basic hardware and connectivity issues, primarily related to staff Windows laptops and student Chromebooks.

Onsite Location: Loveland, Ohio

Key Responsibilities:

• Provide on-site Tier 1 technical support for staff devices including Windows laptops and Chromebooks
• Troubleshoot basic networking issues such as wireless connectivity problems.
• Identify and resolve issues caused by toggled wireless switches (e.g., F-key toggles on devices).
• Perform visual inspections and quick fixes that are difficult to resolve remotely.
• Assist users (primarily teachers and staff) with device-related issues in a timely and empathetic manner.
• Escalate hardware failures or complex issues to higher-tier support when necessary.
• Maintain awareness of common recurring issues and proactively address them.
• Collaborate with remote support teams to ensure continuity of service.

Qualifications:

• Basic understanding of networking concepts and troubleshooting (e.g., Wi-Fi connectivity, device settings).
• Familiarity with Windows and Chrome OS environments.
• Ability to identify and resolve simple hardware and software issues.
• Strong communication skills and patience when working with non-technical users.
• Ability to work independently and manage time effectively during on-site hours.
• Previous experience in a help desk or deskside support role preferred but not required.
• Ability to complete Virtus/Safe Environment Training required.
• Ability to pass background check and drug screen.

Preferred Traits:

• Proactive and observant—able to spot and resolve issues quickly.
• Comfortable working in an educational and religious environment.
• Willingness to learn and adapt to client-specific systems and workflows.

Schedule: Monday through Friday, 4 hours per day on site. Additional remote (work from home) hours possible depending on company and customer needs.

Pay: $20 to $24 an hour, paid weekly