Tier 1 IT Support Tech

You know the basics. Now let’s build on them.

You’ve worked a help desk before. You know what it’s like when Outlook decides it has other plans for the day, someone swears they’ve restarted their computer (they haven’t), a printer chooses violence, or a “quick question” turns into a 45-minute troubleshooting session.

And hopefully...you still like IT.

qnectU is growing FAST and needs additional help desk technicians. We are looking for an in-office Tier 1 Support Technician who already has a solid help desk foundation and wants to become a stronger technician.

We’re not looking for someone with ten years of experience, but this also isn’t a first IT job. We’re looking for someone who has spent at least one year working in a paid professional help desk or technical support role and already understands the fundamentals of supporting real users in a real business environment.

Corporate IT? Great. MSP experience? Even better.

Either way, you should already know how to work tickets, troubleshoot common issues, communicate with users, document what you did, and recognize when it’s time to escalate. From there, we can build.

Technical Skills Matter. So Do People Skills.

You can know your way around Windows and Microsoft 365 and still be terrible at IT support, because there’s always a person on the other side of the problem.

Sometimes they’re frustrated. Sometimes they’re stressed. Sometimes they have absolutely no idea what you mean when you ask them to open File Explorer.

That’s okay.

We want a technician who can solve technical problems without making the person asking for help feel like the problem.

• Listen before jumping to conclusions.
• Ask good troubleshooting questions.
• Explain technical things in normal human language.
• Stay patient when someone is frustrated.
• Keep people informed.
• Take ownership instead of disappearing after the first response.
• Make the person you’re helping feel like their issue actually matters.

Technical ability and people skills are both important here.

What You'll Actually Be Doing

This is a combination of help desk support, bench work, and onsite client support. You won't spend every day sitting at a desk answering tickets.

A typical week might include:

• Providing remote help desk support to users across a variety of client environments.
• Troubleshooting Microsoft 365, Outlook, Teams, OneDrive, MFA, and account-access issues.
• Troubleshooting workstations, user profiles, software, hardware, and performance issues.
• Diagnosing printer, peripheral, VPN, and basic network connectivity problems.
• Working as a bench technician in our office to diagnose, repair, configure, update, and prepare computers and other equipment.
• Setting up and configuring new workstations before deployment.
• Installing applications, updates, endpoint tools, and client-specific software.
• Preparing equipment for new users, replacements, and client projects.
• Regularly traveling to client locations to deliver and install computers and other equipment.
• Setting up workstations, monitors, docks, printers, and peripherals onsite.
• Assisting with basic network equipment installation, network setup, and troubleshooting.
• Running, organizing, and assisting with network cabling when needed.
• Helping with equipment moves, replacements, upgrades, and office technology projects.
• Updating asset information and technical documentation as work is completed.

Some days you may spend most of your time working help desk tickets. Other days you may be at the bench preparing several computers for deployment or out at a client site installing equipment and helping with a project.

If you want an IT job where you get to work on the technology and support the people using it, there's a lot of variety here.

What We Expect You to Already Know

We’ll teach you qnectU. We shouldn’t need to teach you how a professional help desk works.

You should already have experience with things like:

• Working from a ticket queue and managing multiple open tickets.
• Communicating directly with end users.
• Gathering useful troubleshooting information.
• Documenting your work and following up when something isn’t resolved.
• Knowing when an issue needs to be escalated.
• Supporting Windows workstations.
• Troubleshooting common Microsoft 365 issues.
• Installing and troubleshooting business applications.
• Handling common hardware and peripheral problems.
• Performing basic network/connectivity troubleshooting.

You don’t have to know every tool we use or every technology our clients have. You do need enough experience that when you encounter something unfamiliar, you know how to approach the problem.

The Kind of Experience That Gets Our Attention

We’re looking for at least one year of actual paid professional help desk or technical support experience. That can come from an MSP, internal corporate IT department, service desk, desktop support role, or another professional end-user support environment.

We care more about what you’ve actually done than how impressive your list of buzzwords looks.

Tell us about the users you supported, the problems you solved, the weird issue that took forever to figure out, or the time you broke something, figured out why, fixed it, and never made that mistake again.

That’s the experience we want to hear about.

How You Work Matters

You’ll probably do well here if you embody the following…

• People-first — Genuinely enjoy helping people.
• Experience — Have at least one year of professional help desk experience.
• Troubleshooter — Like troubleshooting instead of just following scripts.
• Curious — Are naturally curious about why things work (or don’t work).
• Calm — Can stay calm when the person you’re helping is frustrated.
• Ownership — Take ownership of your tickets and follow through.
• Documenter — Write useful ticket notes.
• Self-starter — Know how to research before immediately asking someone else for the answer.
• Asks well — Ask good questions when you do need help.
• Coachable — Take feedback well and apply what you learned the next time.
• Honest — Are comfortable admitting when you don’t know something.
• Driven — Want to become more technically capable than you are today.

This Is an In-Office, Hands-On Role

This position is based at the qnectU office in Sandy, Utah, but “in-office” does not mean you will stay in the office all day.

This role has three major parts:

• Help Desk Support – Providing remote technical support to users, troubleshooting issues, managing tickets, and communicating with clients.
• Bench Work – Working hands-on with computers and equipment in the qnectU office, including troubleshooting, repairs, configuration, staging, upgrades, and preparation for deployment.
• Onsite Client Support – Regularly traveling to client locations to install and replace computers, deliver equipment, troubleshoot hardware, assist with network setup and cabling, and complete other hands-on technical work.

We’re looking for someone who is comfortable moving between all three.

You should enjoy troubleshooting remotely, but you should also be comfortable opening up equipment, carrying and installing hardware, working under desks when necessary, tracing cables, and heading to a client site when something needs a pair of hands.

qnectU provides company vehicles for authorized client travel. You’ll need a valid driver’s license and a driving record that meets our vehicle insurance requirements.

What Success Looks Like

• A successful Tier 1 Technician at qnectU doesn’t just close tickets. You become someone the team trusts to own your work, resolve common Tier 1 problems independently, troubleshoot logically before escalating, keep clients informed, write useful documentation, and continue becoming more capable over time.
• If you need help with something today, that’s fine. If you need help with the exact same thing every time it happens, that’s a problem.
• We’re looking for someone who learns.

What This Role Can Become

Tier 1 shouldn't be where your IT career stops. You already have the foundation; now the goal is to get better.

The basic issues become easy. Your troubleshooting becomes faster. Your questions become more technical. You start recognizing patterns instead of symptoms, and things you once escalated become things you handle yourself.

Eventually, you realize you're doing work that used to feel way above your head.

That's how Tier 1 becomes Tier 2.

We can't promise you a specific title on a specific timeline, but if you're curious, coachable, willing to put in the work, and serious about becoming a stronger technician, there will be plenty here for you to learn.

Compensation & Location

• $20-26 per hour, depending on experience, certifications, and what you bring to the role.
• Medical/dental insurance
• Holiday pay & PTO
• Hours: 8:00 am – 5:00 pm, Mon-Fri
• This position is in-office at the qnectU headquarters in Sandy, UT.
• Must have a valid driver’s license and a driving record that meets qnectU’s vehicle insurance requirements.

Ready to Join Our Team?

If you’ve spent the last year or two working help desk and you’re thinking, “I know the basics, but I want to get better,” that’s exactly the person we want to hear from. We’re not looking for a finished technician. We’re looking for someone with a real foundation, good judgment, strong people skills, curiosity, and the drive to keep building on what they already know. Bring your experience. Bring your questions. Bring the weird troubleshooting story you’re still proud you figured out. Let’s see where you can take it.

Click the APPLY button to fill out and submit your application. When applying, please upload your CV / Resume as a PDF file.