Job Description
Job DescriptionDescription:
The Level 1 Technical Engineer will be responsible for handling incoming support requests by telephone or ticketing system efficiently with stellar customer service.
As a Member of our Service Desk Team, you will need to be prepared to diagnose, troubleshoot, and solve basic hardware and software issues.
JOB DESCRIPTION & DUTIES OF THE JOB:
· Provide Technical Support to a wide range of clients
· Configure and install computers, networking equipment, and other related hardware as needed
· Maintain professional and service-oriented behavior on the phone and on site with clients
· Acquire and maintain CJIS compliance (background check and fingerprinting required)
· Achieve and Maintain team goals for metrics (30-minute average resolution time, 15-minute average response time)
METRICS OF THE JOB:
· Ticket efficiencies:
- Average ticket response time - 15-minutes
- Average ticket resolution time - 30-minutes
- Customer Surveys (ticket surveys, monthly surveys)
- 6-hour daily model
Requirements:
REQUIRED QUALIFICATIONS AND SKILLS:
· 2 years of related experience OR education
o Related experience includes but not limited to:
§ Prior work at a MSP (Managed Services Provider)
§ Prior Help Desk Experience
§ Troubleshooting Computers, Servers, and/or networking equipment
§ Experience with Windows Server, Microsoft 365 Admin portal, Hyper-V
§ Experience working with Watchguard or Unifi products
· CompTIA A+ Certificate (Heavily preferred)
· Ability to troubleshoot a variety of IT related issues in a business network environment
· Good Communication Skills
JOB REQUIREMENTS:
· Valid Driver’s license with good driving record
· Able to pass a background check
· US Work Authorization required
· Duties may require being on call periodically and working outside normal working hours
· Ability to lift 50 lbs - standard computer equipment (PCs, Printers, etc)
· Able to commute to our office daily or willing to relocate
Physical & Availability Requirements (IT): This role requires the ability to lift and move IT equipment up to 50 lbs (team lifts for heavier items), install and reposition hardware such as servers, network devices, racks, and UPS systems, and work in confined spaces, at heights, or in data center environments. Prolonged standing, kneeling, and repetitive hand and computer-based tasks are required, along with correctable vision sufficient to read system logs, labels, and status indicators. The position involves extended screen time, exposure to noise and temperature-controlled data centers, and occasional travel to remote sites. Participation in an on-call rotation, including nights, weekends, holidays, and extended hours during incidents, maintenance windows, deployments, or disaster recovery events, is required in accordance with operational SLAs. Candidates must communicate technical information clearly, maintain confidentiality, comply with security policies, and meet applicable background, licensing, and work authorization requirements. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.