IT Support Technician - Tier 1

About the Role

We're hiring a Tier 1 IT Support Technician to serve as the first point of contact for client support requests. You'll take in tickets, troubleshoot, resolve what you can, and escalate what you can't — with clear documentation along the way. This is an entry-level position. If you're starting your IT career, we'll train you.

Our Stack

HaloPSA for ticketing, NinjaOne for remote monitoring and management, Huntress, ThreatLocker, and Ironscales for security, Microsoft 365 across the client base, and AWS for managed cloud. Training provided on all platforms — prior experience is a plus, not a requirement.

What You'll Do

• Handle first-line support requests by phone, email, and ticketing portal
• Troubleshoot Windows and macOS desktops, laptops, printers, and peripherals
• Support Microsoft 365 — accounts, passwords, mailboxes, licensing, Teams, SharePoint, OneDrive
• Provide first-line support for managed AWS environments and our own infrastructure
• Respond to alerts from our security stack and escalate per procedure
• Configure, image, and deploy Windows and Mac workstations
• Document tickets thoroughly in HaloPSA
• Travel to client sites in the Norman and OKC area as needed

Requirements

• High school diploma or equivalent
• Aptitude for troubleshooting and problem solving
• Ability to explain technical issues clearly to non-technical users
• Strong customer service orientation and dependable attendance
• Comfort with both Windows and macOS
• Valid Oklahoma driver's license, reliable transportation, satisfactory driving record
• Able to lift and transport equipment up to 50 lbs
• Authorized to work in the United States

Nice to Have

• Industry certification or active progress toward one
• Prior help desk, technical support, or customer service experience
• Familiarity with Active Directory, Microsoft 365 admin, or ticketing systems
• Exposure to any RMM, PSA, or endpoint security platform
• Experience with Apple hardware, macOS, or MDM
• Any exposure to AWS or another cloud platform — professional, academic, or self-taught

Training and Growth

We invest in our technicians. You'll get structured onboarding, paid on-the-job training, mentorship from senior staff with direct access to leadership, and employer-funded certification exams. Technicians who demonstrate solid ticket ownership and readiness for escalated work are typically considered for Tier 2 within 12 to 18 months, with a corresponding pay increase.

Benefits

• Medical, dental, 401(k), unlimited PTO, paid training and certifications, and mileage reimbursement for client site visits