What are the responsibilities and job description for the Tier 1–2 IT Support Technician – Onsite position at Pro Search, Inc.?
This job is entirely on-site, five days a week, in Auburn, Maine, 04210.
ProSearch is actively hiring a Tier 1–2 IT Support Technician to join our client’s technical support and help desk team onsite in Auburn, Maine. This full-time IT support position plays a key role in delivering professional technical support services to end users in a fast-paced environment. You’ll provide frontline IT troubleshooting, hardware and software support, network assistance, and customer service for a wide range of systems.
Position Overview
As a Tier 1–2 IT Support Technician, you’ll be the first point of contact for IT help desk support, responding to tickets, diagnosing technical issues, and escalating complex problems to senior engineers. You’ll support Windows desktops, servers, networking equipment, and Microsoft 365 environments, ensuring users receive timely, accurate, and friendly IT assistance both remotely and onsite. This is an excellent opportunity to strengthen your foundation in IT infrastructure, client support, and managed services.
Key Responsibilities
Tier 1 Responsibilities (Frontline Technical Support)
- Respond to IT support tickets, phone calls, and emails in a professional and efficient manner.
- Provide first-level help desk troubleshooting for hardware, software, networking, and cloud applications.
- Diagnose and resolve end-user issues including login errors, connectivity failures, printer problems, and application errors.
- Record detailed notes in the ticketing system (ConnectWise, Autotask, or similar PSA).
- Escalate unresolved or complex technical issues to Tier 2 or senior engineers as appropriate.
Tier 2 Responsibilities (Intermediate IT Support)
- Manage advanced troubleshooting tasks involving Windows Server administration, Active Directory, and Office 365.
- Monitor systems using RMM tools, performing updates, backups, and endpoint security checks.
- Support network troubleshooting, including firewall, VPN, and Wi-Fi configuration.
- Handle user onboarding and offboarding, including workstation setup, permissions, and software deployment.
- Maintain and update IT documentation, standard procedures, and client environment notes.
Required Skills & Qualifications
- 2 years of hands-on IT support or help desk experience, preferably in a Managed Services Provider (MSP) environment.
- Proven skills in troubleshooting Windows desktop and server environments.
- Experience with Microsoft 365, Exchange Online, Active Directory and Teams, administration.
- Familiarity with RMM and PSA tools such as ConnectWise, Datto, NinjaOne, or Atera.
- Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPNs, firewalls).
- Strong customer service, communication, and multitasking skills.
- Ability to manage multiple support tickets in a fast-paced, service-driven setting.
- Eagerness to learn new technologies and grow within a collaborative IT team.
Preferred Qualifications
- CompTIA A , Network , or Microsoft Certified Fundamentals certifications.
- Experience with cloud platforms such as Azure or AWS, and backup tools like Datto or Veeam.
- Knowledge of macOS, Linux, or mobile device management (MDM).
- Prior experience providing technical support to business clients within an MSP or corporate environment.
Why Join ProSearch?
At ProSearch, we connect skilled IT professionals with trusted employers across Maine and New England. If you’re passionate about IT support, customer service, and technical troubleshooting, this Tier 1–2 Support Technician role in Auburn, Maine is the perfect next step in your IT career.
Job Type: Full-time
Pay: $25.00 - $27.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
Ability to Commute:
- Auburn, ME 04210 (Required)
Work Location: In person
Salary : $25 - $27