Managed IT Services Level I Technician

About the role

We are seeking a diligent, enthusiastic, and customer-focused Managed IT Services Level 1 Technician to join our growing team in our Southington, CT office. This is an excellent opportunity for someone passionate about technology who is eager to learn, grow, and build a foundation in the IT field. In this role, you will support small to medium-sized businesses by resolving everyday technical issues, assisting with IT infrastructure support, and delivering exceptional client experience. You will work closely with experienced team members, gaining hands-on experience with real-world IT environments.

Responsibilities

• Provide Tier 1 remote technical support for multiple types of environments
• Serve as the first point of contact for all IT-related incidents and service requests
• Troubleshoot desktop operating systems (Windows 10/11), Microsoft 365 applications, and common business software
• Perform hardware diagnostics and replacement (workstations, laptops, printers, peripherals)
• Support basic network troubleshooting (TCP/IP, DNS, DHCP, VPN connectivity, Wi-Fi) issues
• Assist with Windows Server administration tasks under senior guidance
• Manage Microsoft 365 users, licenses, password resets, and basic Exchange/SharePoint administration
• Monitor and respond to RMM alerts (system performance, patch management, endpoint health)
• Deploy and maintain endpoint security solutions (AV/EDR)
• Install and configure workstations, printers, and network devices
• Maintain accurate documentation within PSA systems and internal knowledge databases
• Escalate complex incidents to Tier 2/3 technicians with detailed troubleshooting notes
• Accurately log, track, and resolve tickets using PSA tools
• Maintain clear proactive communication with clients regarding issues status and resolution
• Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery
• Maintain, repair, transport, and set up computer equipment as needed
• Mentorship from experienced technicians and opportunities to grow into a Level 2 role
• Other duties as assigned

Requirements

• 1+ year of hands-on IT support experience (help desk, co-op, internship, or lab experience)
• CompTIA A+, Network+, or similar foundational certifications (or working toward)
• Experience in an MSP environment is a plus
• Foundational understanding of IT hardware and software installation, maintenance, and support
• Strong troubleshooting and analytical skills
• Excellent interpersonal and customer service skills
• Clear written and verbal communication skills
• A proactive mindset and eagerness to learn
• Ability to manage multiple tasks and prioritize effectively
• Ability and desire to be part of a team
• Flexibility with a positive attitude
• Knowledge of Office 365 including Exchange, OneDrive, SharePoint, and Teams
• Knowledge of Apple Mac Operating System and management
• Willingness to learn and grow in a fast-paced environment
• Hands-on experience with a wide range of technologies and clients

What Success Looks Like

• Timely and accurate ticket resolution
• Clear and professional client communication
• Proper documentation of troubleshooting steps
• Escalations that are well-prepared and technically thorough
• Continuous skill development and certification progression

Location: Southington, CT office – In Office/On-site
Department: IT Support Team
Reports to: IT Manager