Support Desk Technician Tier 1
Proper Sky - Managed IT Services · Abington, PA · 10 mo ago
On-siteInformation TechnologyFull-time
About the role
The Support Desk Technician (Tier 1) at Proper Sky is the first point of contact for our clients' IT support needs, delivering responsive, professional, and high-quality assistance. This role focuses on resolving common technical issues, providing excellent customer service, and escalating more complex problems to higher-tier technicians. The ideal candidate is a detail-oriented problem solver with a passion for technology, a strong willingness to learn, and a client-first mindset.
What you'll do
- Technical Troubleshooting & Resolution:
- Serve as the initial contact for incoming support requests via phone, email, and ticketing system.
- Assess urgency and impact of each request and ensure proper prioritization.
- Troubleshoot and resolve common end-user issues involving desktops, laptops, printers, mobile devices, and basic network connectivity.
- Provide Microsoft 365 support, including Outlook, Teams, SharePoint, and OneDrive.
- Perform basic account administration in Active Directory, Azure AD, and Microsoft 365.
- Document all work performed in the ticketing system accurately and thoroughly.
- Problem Escalation Support:
- Gather detailed information and troubleshooting steps before escalating issues to Tier 2 or Tier 3 technicians.
- Work closely with senior technicians to learn resolution processes for recurring issues.
- Follow established standard operating procedures (SOPs) for escalations and service delivery.
- Project Execution:
- Assist with basic project tasks under the direction of Project Manager or senior engineers.
- Perform hardware setup and deployment (workstations, peripherals, and devices).
- Participate in migrations, upgrades, or other small-scale technical initiatives as assigned.
- Documentation & Continuous Improvement:
- Maintain accurate and up-to-date documentation in ConnectWise, Hudu, and other platforms ensuring all tickets are up-to-date and resolutions are documented.
- Contribute to the internal knowledge base by documenting solutions for resolved issues.
- Identify opportunities to improve workflows, processes, or customer satisfaction.
- Client Engagement:
- Deliver professional, clear, and empathetic communication to clients.
- Provide timely updates to clients regarding ticket progress and resolution timelines.
- Uphold service level agreements (SLAs) and maintain a high standard of customer service.
Qualifications
- Education & Technical Experience:
- 2–3 years of IT support or helpdesk experience, preferably in a Managed Services Provider (MSP) or technical support environment.
- Proven but basic knowledge of Microsoft 365, Windows OS, and common business applications.
- Demonstrated familiarity with Active Directory, Azure AD, and basic networking concepts (DNS, DHCP, VPN).
- Certifications such as CompTIA A+, Network+, Security+, are a plus.
- Basic understanding in troubleshooting Windows Desktop OS, Microsoft 365, networking issues (DNS, DHCP, and, VPN).
- Experience with ConnectWise Manage, Automate, ScreenConnect, or similar tools preferred.
- Soft Skills:
- Strong verbal and written communication skills
- Ability to follow instructions and escalate appropriately when needed.
- Eagerness to learn and grow technical skills in a fast-paced environment.
- Detail-oriented, organized, and committed to delivering excellent customer service.
Work Schedule
The Support Technician role covers the 8am-5pm EST shift. The position is subject to covering a rotating “On-Call” shift from 5pm-10pm (Weekdays) and 8am-5pm (Weekends/Holidays) to respond to after-hours emergency requests.
Work Location
This role is a hybrid role and reports locally to Proper Sky’s headquarters in Abington, PA for all scheduled shifts.
Compensation & Benefits
- Compensation is commensurate with experience
- Listed salary ranges apply to U.S. workers only
- Medical, dental, vision & long-term disability insurances
- Generous sick, vacation, and paid time off
- SIMPLE IRA + match
- Career development opportunities
- Unlimited snacks & weekly paid lunches
- Regular company outings
- Community volunteer opportunities