Level 1 Helpdesk Technician

Job Title: Level 1 IT Support / Helpdesk Technician
Location: Montpelier, VT (In-Office/ Local Travel)
Job Type: Full Time or Part Time

Join Our Team!
Are you a customer-focused tech enthusiast who loves helping people solve day-to-day technology challenges? North Branch Tech is seeking a friendly, dependable Level 1 IT Support Technician to serve as the first line of contact for our clients. If you enjoy answering calls, troubleshooting hardware/software, and providing fast, friendly technical assistance, we want to hear from you!

About Us:
At North Branch Tech, we provide a mix of proactive Managed IT Services and fast-response, on-demand technical support to a diverse portfolio of clients. We pride ourselves on technical excellence, quick communication, and top-tier customer care.

What You'll Do:

• First-Line Customer Support: Answer inbound client support calls and emails, serving as the welcoming, empathetic voice of our service desk.
• Ticket Triage & Entry: Accurately log client issues, gather key details, determine priority levels, and create detailed service tickets in our PSA/RMM system.
• Desktop & Helpdesk Troubleshooting: Diagnose and fix routine hardware, software, and peripheral issues (desktops, laptops, printers, monitors, basic mobile setups).
• User & Access Management: Execute basic account administration tasks, such as password resets, user creation/offboarding, and basic permissions updates in Microsoft 365, Google Workspace, and Active Directory.
• Break-Fix & Bench Repairs: Perform hardware repairs, workstation setups, software installs, operating system reimages, and malware cleanups in-shop and on-site.
• Billing & Payment Processing: Collect payments and process customer invoices for bench repairs and on-demand services upon completion.
• Escalation Management: Recognize complex technical issues early and route them to Level 2 technicians with detailed diagnostic notes.

Who You Are:

• Strong Communicator: Patient, approachable, and clear on the phone with a true "customer-first" attitude.
• Problem Solver: Enjoys hands-on troubleshooting, tinkering with hardware, and hunting down fixes to daily software glitches.
• Organized & Reliable: Able to manage an active phone queue, keep detailed notes, track time, and handle payment processing accurately.
• Eager Learner: Excited to build a career in IT and absorb new skills from experienced technicians.

Requirements:

• Experience: 3 years of customer service or basic IT/helpdesk experience preferred (passionate tech hobbyists or recent IT program graduates welcome!).
• Tech Skills: Familiarity with Windows/macOS operating systems, basic office hardware, software installation, and basic network troubleshooting (Wi-Fi, basic IP connectivity).
• Vehicle & Licensing: Valid driver’s license, clean driving record, and reliable personal vehicle for client visits.
• Physical Capability: Ability to lift and move equipment up to 50 lbs.
• Screening: Background checks required upon job offer acceptance.

What We Offer:

• Compensation: $19.00 – $21.63 / hour (commensurate with experience)
• Schedule: Standard weekday hours (8:30 AM – 5:00 PM) — No regular on-call rotation
• Travel: Mileage reimbursement at standard IRS rates for client visits
• Benefits: Paid time off (PTO) and paid holidays (full-time employees)
• Retirement: 401(k) plan with employer matching
• Career Growth: Hands-on mentorship and training to help you advance to a Level 2 Tech role!

North Branch Tech is an Equal Opportunity Employer, committed to creating an inclusive environment for all employees.

Job Types: Full-time, Part-time

Pay: $19.00 - $21.63 per hour

Benefits:

• 401(k)
• 401(k) matching
• Paid time off

Application Question(s):

• Do you have reliable means of transportation to the office and to client sites throughout the work week?

License/Certification:

• Driver's License (Required)

Ability to Relocate:

• Montpelier, VT 05602: Relocate before starting work (Required)

Work Location: In person

Salary : $19 - $22