IT Support Technician Tier 1
Job Summary
Are you passionate about technology and enjoy solving problems that make a real difference for customers? Visual Edge IT is seeking an IT Support Technician to join our growing Service Desk team.
Primary Responsibilities
- Serve as the first point of contact for customers requesting technical assistance via phone, email, and remote support tools.
- Diagnose and troubleshoot hardware, software, operating system, networking, and Microsoft 365 issues using established troubleshooting methodologies.
- Guide customers through step-by-step problem resolution while delivering exceptional customer service.
- Document incidents, troubleshooting activities, resolutions, and customer communications within the ticketing system.
- Manage support tickets from initial request through resolution while meeting established service level agreements (SLAs) and performance metrics.
- Escalate complex technical issues to higher-level engineers when appropriate while ensuring complete documentation and effective handoff.
- Maintain ownership of customer issues by proactively communicating status updates and following through to successful resolution.
- Provide customers with accurate information regarding IT products, services, and support processes.
- Collaborate with Systems Engineers and other technical teams to resolve escalated issues efficiently.
- Maintain a process-driven approach with exceptional attention to detail and documentation accuracy.
- Occasionally provide onsite technical support when required.
- Represent Visual Edge IT professionally with customers, vendors, and business partners.
- Continuously expand technical knowledge through training, certifications, and professional development.
- Perform other duties as assigned.
Knowledge, Skills, And Qualifications
- High school diploma or GED required; additional technical education or certifications preferred.
- Minimum two (2) years of experience providing technical support within an IT services, managed services, or technology solutions environment.
- Strong troubleshooting experience supporting Microsoft Windows desktop operating systems (Windows 10/11).
- Experience supporting Microsoft Office and Microsoft 365 applications.
- Familiarity with Active Directory, remote support tools, ticketing systems, and basic networking concepts.
- Experience using ticket management and service desk platforms.
- Strong understanding of desktop hardware, laptops, printers, mobile devices, and peripheral technologies.
- Excellent verbal and written communication skills with the ability to explain technical concepts to non-technical users.
- Outstanding customer service skills with a passion for helping others.
- Strong analytical thinking and problem-solving abilities.
- Exceptional organizational skills with the ability to prioritize multiple tasks in a fast-paced environment.
- Self-motivated with the ability to work independently while collaborating effectively within a team.
- Valid driver's license and reliable transportation required for occasional onsite support.
- Able to lift up to 50 pounds and perform occasional equipment installation or relocation.
Preferred Certifications & Technical Experience
- One or more of the following certifications or equivalent experience is highly preferred: Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals or related Microsoft certifications, CompTIA A+, CompTIA Network+
- Experience working in a Managed Service Provider (MSP) environment.
- Experience supporting remote monitoring and management (RMM) platforms.
At Visual Edge IT, We Are Proud To Provide Work-Life Balance
We promote a healthy work-life balance for employees by offering competitive pay, PTO, and ten paid holidays per year. We are always reviewing and finding new ways to support our employees' unique needs.
Career Path
We encourage growth from within Visual Edge IT. We seek outside candidates who are driven that we can nurture along a career path and we hire/promote internally. We also have opportunities to develop talent through training programs.
Insurance Benefits
- We offer multiple plans to choose from to fit your individual needs. We offer medical, HSA, dental, vision, short-term disability, long-term disability, voluntary life insurance, employee assistance program, and wellness programs.
- We provide all of our employees a $50k life insurance policy at no cost to our team members.
- We offer a 401k program and an employer match benefit. Visual Edge IT will match 100% of an employee’s contribution up to the first 3% and will provide an additional 50% match on the next 2% of the employee contribution.
Equal Opportunity Employer
We are an Equal Opportunity Employer. Discrimination and harassment of any kind based on race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, genetic information, marital status, age, status as a protected veteran, status as an individual with a disability, or any other applicable legally protected characteristics are prohibited.