IT Support Technician (Tier 1 Help Desk)

About Framework IT Framework IT is Chicago's premier IT Managed Service Provider on a mission to reinvent how technology is serviced. With remarkable growth year over year, we're built on a client-first philosophy that focuses on understanding business needs first, then designing the right support solutions. We believe in working together to grow together. Our investment in the health, happiness, and career development of our team fuels the innovation that shapes how technology enhances the world around us. The Opportunity We're seeking an IT Support Analyst I to deliver responsive, high-quality technical support to our clients. This role is the perfect blend of technical troubleshooting and exceptional customer service. You'll be the first line of support, helping end-users solve problems, onboard new clients, and ensuring our service delivery remains best-in-class. Work Model: Hybrid schedule with mostly work-from-home flexibility, some scheduled office time, and up to 25% onsite visits to client locations. What You'll Do Deliver Frontline Support Handle service tickets and incoming hotline calls with expert careCommunicate clearly with clients on ticket status, progress, and resolutionsPrioritize by urgency and follow internal workflows to ensure timely resolutionTest all work thoroughly and involve clients in acceptance testing Troubleshoot & Resolve Support connectivity and email (Internet, applications, file shares, POP3, IMAP, Exchange)Provide workstation support: hardware, OS patches, drivers, and OS rebuildsDeliver PC/Mac and printing support across various end-user applicationsFulfill moves, adds, and changes while maintaining existing systems Deploy & Educate Deploy remote monitoring and management tools during client onboardingTrain end-users on opening tickets and engaging with support services Support Onboarding & Installations Pre-configure and install equipment for onsite deploymentsDocument all new equipment and account information thoroughly Document & Administer Create comprehensive documentation, checklists, training materials, and standardsSubmit timely, accurate timesheets with appropriate billable detailParticipate in occasional on-call coverage (approximately once per quarter) What You Bring Required: 1-2 years of IT troubleshooting experience supporting computers, networking, or server infrastructureStrong knowledge of PC/Mac, printing, end-user applications, and basic networking/server supportExperience with cabling, ISP installation, WLAN, antivirus, mobile devices, and emailExcellent communication skills with a service-oriented mindsetAbility to lift and move light hardware (up to 50 lbs)Valid driver's license and reliable vehicleHigh School Diploma/GEDFlexibility for hybrid schedule and extended support hours as needed Preferred: Certifications: A+, Network+, MCP, or CCENT MSP Experience: Minimum 1 year at a Managed Service ProviderPSA Platform: Familiarity with ConnectWise suiteAI Usage: Familiarity with using AI tools How We Measure Success Timely ticket resolution with clear, consistent client communicationHigh-quality documentation and adherence to workflowsSuccessful tool deployments with positive user feedbackProactive issue prioritization and follow-throughReliable onsite and on-call participationAccurate, punctual timesheet submission Compensation & Benefits Total Compensation: $55,000-$63,000 annually (base + bonus, based on experience and performance) Benefits Package: Medical, Dental, and Vision insurance401(k) with partial company matchGenerous PTO and Flex-day policyFree parking (when in office) Our Values – Who We Hire At Framework, we hire the person, not just the skillset. We're looking for someone who shares our core values: Teamwork: We work together and for one anotherPride: We believe in the importance of our workDynamic: Life is always teaching, so we will continue learningIntegrity: We believe successful relationships require honestyOpen Minded: We are open to new ideas Ready to Join Us? If you're energized by solving problems, serving clients, and growing your skills in a collaborative, fast-growing MSP environment, we want to hear from you! Apply now to be part of a team that's shaping how technology enhances the world around us. Powered by JazzHR JRWzwfO5p1