What are the responsibilities and job description for the Sr Tier I Desktop Support Technician position at PCG Systems?
Job Title: Sr. Tier 1 Desktop Support Technician
Location: Denver/Metro Area (On-Site | REQUIREMENT TO RESIDE IN DENVER METRO)
Job Type: Full-Time
Salary Range: $55,000 – $65,000 per year (plus extremely lucrative bonus program)
About Us:
We are a dynamic and growing Managed IT Services firm dedicated to providing top-notch IT support to our diverse client base. We specialize in delivering high-quality, responsive, and proactive IT services to small and medium-sized businesses. Our team is committed to fostering a collaborative and supportive work environment, and we are looking for a skilled Tier 1 Desktop Support Technician to join us in the Denver/Metro area.
Job Description:
As a Sr Tier 1 Desktop Support Technician, you will be the first point of contact for our clients, providing technical support and troubleshooting assistance for desktop, laptop, and network issues. Your role is critical in ensuring smooth day-to-day operations for our clients. You will work closely with our senior technical staff to resolve issues and escalate more complex problems when necessary. We want this role to grow into a Tier 2 role.
Key Responsibilities:
– Provide first-level technical support for desktops, laptops, printers, and other peripherals.
– Troubleshoot hardware and software issues remotely and on-site.
– Respond to service tickets, emails, and calls promptly, ensuring a high level of customer satisfaction.
– Assist with the setup, configuration, and deployment of new equipment.
– Perform basic network troubleshooting, including Wi-Fi connectivity, VPNs, and LAN issues.
– Maintain detailed and accurate documentation of all client interactions and resolutions.
– Collaborate with Tier 2 and Tier 3 support teams to escalate and resolve complex issues.
– Participate in regular training and stay up-to-date with the latest industry trends and technologies.
– Participate in on-call support rotation as required.
Requirements:
– Location: Must reside in the Denver/Metro area.
– Experience: MINIMUM of 18 months of experience working for a Managed IT Services (MSP) company.
– Strong knowledge of Windows and macOS operating systems.
– Experience with Office 365, Active Directory, and basic networking principles.
– Excellent communication skills, both verbal and written.
– Ability to work independently and manage multiple tasks effectively.
– Strong customer service orientation and problem-solving skills.
– Ability to work in a fast-paced environment and adapt to changing priorities.
– Experience with ticketing systems like ConnectWise or HaloPSA.
– Familiarity with remote monitoring and management (RMM) tools.
Preferred Qualifications:
– CompTIA A , Network , or similar certifications.
Benefits:
– Competitive salary based on experience and qualifications.
– Lucrative Bonus Program
– Health, dental, and vision insurance.
– 401(k) with company match.
– Paid time off and holidays.
– Opportunities for professional development and advancement within the company.
– Collaborative and supportive work environment.
How to Apply:
If you meet the above requirements and are passionate about providing excellent IT support, we encourage you to apply. Please submit your resume and a cover letter outlining your relevant experience and why you are a good fit for this role.
We are an equal opportunity employer and welcome applications from all qualified candidates.
Salary : $55,000 - $65,000