Level 1 Help Desk Technician

The Level I Technician is the frontline of Plus 1 Technology’s support organization and plays a critical role in delivering a fanatical, white-glove customer experience. This position is responsible for resolving day-to-day technical issues, providing exceptional customer service, and ensuring our clients feel supported, heard, and confident in their technology.

As the first point of contact for many clients, the Level I Technician embodies our mission to be a trusted technology business partner and lives out our core values through every interaction. This role requires strong communication skills, a passion for helping people, and the ability to learn quickly in a fast-paced, solutions-focused environment.

• Deliver a fanatical, world-class customer experience in every interaction—phone, email, chat, or onsite.
• Serve as the first point of contact for incoming service requests.
• Provide clear, friendly, empathetic communication while resolving issues or escalating when appropriate.
• Maintain ownership of all assigned tickets, ensuring timely follow-through and communication.
• Educate clients on solutions when appropriate, empowering them to avoid future issues.
• Build trust and rapport with clients, demonstrating reliability, patience, and professionalism.

• Troubleshoot and resolve Level I technical issues, including:
• Workstation and laptop problems
• Basic network connectivity issues
• MFA, password resets, and account issues
• VoIP phone troubleshooting
• Printer and peripheral problems
• Basic software support (Microsoft 365, email, browsers, etc.)
• Install, configure, and maintain computer hardware and software.
• Assist with onboarding/offboarding tasks and workstation setup.
• Perform routine maintenance tasks such as updates, patching, and monitoring alerts.
• Document all work with accuracy and thoroughness in ConnectWise.

• Identify recurring issues and escalate them for long-term solutions.
• Follow established procedures and help improve them through feedback.
• Support Plus 1 Technology’s proactive culture by anticipating issues before they become client-facing problems.

• Work closely with Level II/III technicians to ensure seamless escalations.
• Participate in internal knowledge-sharing and documentation efforts.
• Uphold Plus 1 Technology’s brand through collaboration, accountability, and professionalism.

• Always do the right thing—even when no one is watching.
• Communicate honestly and transparently with clients and teammates.

• Treat every client issue as important—even small requests.
• Focus on building long-term trust, not just closing tickets.

• Look ahead to prevent problems, not just react to them.
• Support 24/7/365 reliability through consistent follow-through.

• Follow all security protocols, MFA standards, and compliance requirements.
• Advocate for secure practices with clients and team members.

• Embrace new tools, AI, and automations that improve service and efficiency.
• Participate in continuous improvement and experimentation.

• Own your tickets, your outcomes, and your growth.
• Take responsibility—not shortcuts.

• Pursue certifications, trainings, and new skills.
• Stay current on technology trends relevant to our clients.

• Build relationships with clients that go beyond fixing issues.
• Contribute to a positive team environment internally.

• 1–2 years of IT support experience preferred, but motivated self-learners are encouraged to apply.
• Strong customer service or help-desk background.
• Foundational understanding of networks, operating systems, and common business software.
• Excellent written and verbal communication.
• Strong time management and organization skills.
• Ability to follow procedures, document work, and stay accountable.
• A genuine passion for helping people.

• Health Insurance: Company contributes a flat dollar amount toward health coverage.
• Dental Insurance: Included in benefits package.
• Retirement Plan: 3% company match.
• Company Vehicle: Eligible after 90 days of employment.
• Competitive base salary based on experience.
• Ongoing training and certification opportunities.