Tier 1 Technician
Position Overview
The Tier 1 Service Technician is the foundation of service delivery at WEBIT Services. This is a hands-on provisioning-focused role. You will spend most of your time building and deploying workstations, creating and securing user accounts, and handling first line support requests for our clients.
Key Responsibilities
Review build requests, confirm hardware and target user, and follow the client's documented standard build.
Perform hardware intake, asset tagging, and imaging, including firmware updates and full patching.
Install the standard software stack and any client line of business applications.
Apply the full WEBIT security baseline: directory join, RMM agent, endpoint protection, application control, and disk encryption.
Name and configure devices to the client conversation, run the QZ checklist and document everything in IT Glue.
Deploy the machine, confirm the user can sign in and work, and brief the user at handoff.
Verify the account and access requests come from an authorized request before acting and stay alert to social engineering.
Create accounts in Microsoft 365 and Entra ID following the clients naming and licensing standards.
Assign group membership and access on a least-privilege basis and enroll CCOUNTS IN MFA and Conditional Access.
Deliver credentials securely and document the new account per the client's standard.
Handle password and account unlock after verifying identity. Install approved software, set up printers and peripherals, and configure email and mobile access within secured methods.
Resolve basic first-line issues and escalate promptly when a task is outside of scope of affects more than 1 user.
Manage ticket statuses accurately in Autotask and keep clients informed of progress.
Log all time accurately and write ticket notes another technician could follow without asking.
Keep asset, configuration, and account records current.
Requirements
Experience/Education: High school diploma or equivalent; Associate degree or IT certifications (e.g., CompTIA A+, Network+) or Microsoft certified preferred. 1-2 years of experience in a technical support role, ideally within an MSP or similar IT services company.
Technical Skills: Basic working knowledge of Windows 10 and 11 operating systems, Microsoft 365, and networking fundamentals. Familiarity with user administration in Active Directory or Extra ID. Strong documentation habits, and clear written and verbal communication.
Communication Skills: Ability to communicate technical information clearly and effectively to non-technical clients. Comfortable imaging, configuring and deploying workstations. Valid driver's license and reliable transportation for travel to client sites. Experience in Autotask, IT Glu, an RMM platform or Windows Autopilot, Preferred. Preferred exposure to endpoint security tooling such as endpoint detection and application control.
Additional Information
Position Type: Full time, salaried
Salary Range: $40,000-$55,000/yr
Employee Ownership Eligible after 1 year of service