Technical Support Specialist - Tier 1

About Vertical IT Solutions

Vertical IT Solutions is a locally owned Managed Service Provider (MSP) dedicated to helping businesses use technology confidently, securely, and efficiently. We provide proactive IT management, cybersecurity, technical support, infrastructure management, and strategic technology solutions designed to keep our clients' businesses running smoothly.

We believe great IT support is about more than fixing problems when they happen. Our team works proactively to identify and address issues before they become disruptions, maintain secure and reliable technology environments, and provide responsive support when our clients need us.

Our mission is to provide world-class IT services while maintaining the personal service and relationships of a local IT provider. We take the time to understand each client's business, their technology needs, and the people who rely on that technology every day.

As a growing MSP, our team works with a variety of businesses, technologies, and environments. This provides our employees with opportunities to continuously learn, develop their technical skills, work with experienced IT professionals, and make a meaningful impact on the businesses we support.

At Vertical IT Solutions, we value integrity, customer-centric service, quality, efficiency, continuous improvement, community commitment, and teamwork. We believe in doing what is right for our clients, supporting one another as a team, and continually improving how we deliver technology services.

If you're looking for an IT career where you can grow your skills, work with a variety of technologies, and build meaningful relationships with both clients and teammates, we'd love to have you join us.

Overview

Join our dynamic team as a Technical Support Specialist - Tier 1 and become the first point of contact for our valued clients seeking technical assistance. In this energetic role, you will deliver exceptional customer service while troubleshooting a wide range of hardware, software, and network issues. Your expertise will help ensure seamless IT support, enhance user experiences, and maintain the integrity of our IT infrastructure. If you thrive in a fast-paced environment and are passionate about solving technical challenges, this is your opportunity to make a meaningful impact!

Key Responsibilities

• Respond promptly to incoming support requests via help desk systems, providing clear guidance and solutions for technical issues.
• Troubleshoot hardware problems related to computer hardware, peripherals, mobile devices, and other equipment.
• Resolve software issues across operating systems such as Windows, macOS, and Linux, including application errors and configuration problems.
• Diagnose network connectivity issues involving LAN (Local Area Network), TCP/IP protocols, DNS (Domain Name System), VPNs (Virtual Private Networks), firewalls, and TCP protocols.
• Manage user accounts and permissions through Active Directory and GPO (Group Policy Objects) to ensure secure access control.
• Assist with computer management tasks including operating system updates, hardware installations, and equipment troubleshooting.
• Document all support interactions accurately in customer support ticket management systems and follow up to ensure resolution satisfaction.

Requirements

• CompTIA A certification or equivalent/higher-level technical certification.
• Proven experience in IT support or help desk roles with a strong understanding of computer networking concepts such as LAN, TCP/IP, DNS, VPNs, firewalls, and Active Directory management.
• Proficient in Troubleshooting printers, Managing domain accounts, Managing email accounts (Google / Microsoft), User related software (e.g. QuickBooks, Quicken, other misc softwares)
• Strong analysis skills to identify root causes of technical problems quickly and effectively.
• Excellent communication skills to clearly explain technical solutions to users of varying technical backgrounds.
• Ability to troubleshoot hardware components such as computer hardware peripherals and network equipment efficiently.
• Familiarity with IT infrastructure components like DNS servers, LAN configurations, TCP protocols, GPOs, and firewall settings.
• Ability to prioritize and manage multiple support requests.
• A proactive attitude with the ability to prioritize tasks in a fast-paced environment while maintaining high-quality customer service standards.

Preferred Qualifications

• 3 years of professional IT experience, preferably in an MSP, helpdesk, or business IT environment.
• Experience working with Kaseya products and platforms.
• Experience with Halo PSA or another professional services automation/helpdesk platform.
• Additional CompTIA, Microsoft, Cisco, or other industry certifications.

What We're Looking For

We're looking for someone who is:

• Customer-focused and understands that technical support is also a customer service role.
• A problem solver who enjoys figuring out why something isn't working.
• Proactive and willing to investigate issues rather than simply addressing the immediate symptom.
• Reliable and accountable with strong follow-through.
• Organized and capable of keeping accurate ticket documentation.
• A team player who is comfortable asking questions and sharing knowledge.
• Eager to learn and grow their technical skill set.
• Professional when communicating with clients and coworkers.
• Comfortable working in a fast-paced environment where priorities can change throughout the day.

Work Environment

This position is primarily on-site at our office in Lake Havasu City, Arizona. Hybrid or remote work may be considered for candidates who demonstrate the appropriate level of experience, technical proficiency, reliability, and ability to work independently.

Our standard business hours are Monday through Friday, 8:00 AM–6:00 PM. Individual working hours and schedules are subject to change based on business needs, client requirements, staffing, and operational coverage.

Compensation

Compensation is determined based on relevant IT experience, certifications, technical knowledge, and demonstrated skill level.

Additional opportunities for advancement and increased responsibility are available as technical skills and experience develop.

Benefits

Benefits may include:

• Paid time off
• Select paid holidays
• Aflac short-term disability
• Mental wellness benefits through BetterHelp
• Professional development and certification opportunities
• Opportunities for advancement within the company
• Simple IRA with employer match after one year of employment
• Additional Vacation time after one year of employment

Benefit eligibility and offerings are subject to company policies and applicable eligibility requirements.

Apply today to join the Vertical IT Solutions team.

Pay: $21.00 - $24.00 per hour

Expected hours: 35.0 – 40.0 per week

Benefits:

• 401(k) matching
• Employee assistance program
• Paid time off
• Professional development assistance

Application Question(s):

• Do you have professional experience working in an MSP or managed IT services environment? if so, how many years?
• Are you comfortable communicating directly with non-technical clients to troubleshoot and resolve technical issues?
• Are you able to work primarily on-site in Lake Havasu City, AZ, or would you require a hybrid/remote work arrangement? Please explain.
• A user tells you their computer has suddenly lost internet access, but other employees in the office are still online. What would you check first, and what steps would you take to troubleshoot the issue?
• A client is frustrated because they've been waiting for help and the issue is affecting their work. How would you handle the interaction while troubleshooting the technical issue?
• What interests you about working for a local IT company like Vertical IT Solutions?
• Vertical IT Solutions requires all candidates who are selected to move forward in the hiring process to successfully complete a background check. Are you willing to complete a background check as a condition of employment?
• This position's compensation ranges from $21-$24/hr, with starting pay based on experience and qualifications. Compensation will be reevaluated after 90 days based on performance and demonstrated skills. Based on your MSP and/or helpdesk experience, what hourly rate are you hoping to start at?

Experience:

• Managed Service Provider: 2 years (Preferred)
• Professional IT: 3 years (Preferred)

License/Certification:

• CompTIA A , equivalent, or higher-level IT certification (Preferred)

Work Location: In person

Salary : $21 - $24