IT Support Technician - Tier 1

Staten Island

Requirements - ----------- ### Must have: ### - Were looking for someone with strong communication skills and a genuinely attentive listening style. - We need a basic level of IT literacy and comfort working with everyday technology. - A strong drive to deliver an excellent client experience is essential. - A valid drivers license is required. - You should be able to communicate comfortably with both technical and non-technical people. - You need to adapt quickly in a fast-moving IT environment. - At least 1 year of IT support experience is required. - Experience with ticketing systems, RMM tools, and PSA software is preferred. - Familiarity with handling technical service tickets is preferred. - Knowledge of the Microsoft 365 platform is preferred. - Professional IT certifications such as Microsoft MCP, MCSA, MCSE, ITIL, or ITSM are a plus. - Client experience certifications such as Helpdesk Habits are a plus. - Experience working for a Managed Service Provider or IT support business is preferred. - You must be willing to provide IT support to clients over the phone. - You must be able to commute to Staten Island, NY and relocate there before starting work. Responsibilities: - ---------------- - We resolve client issues submitted through our help desk. - We answer incoming calls and create tickets for new requests. - We maintain system performance by testing existing equipment and software. - We complete daily and monthly routine checks to keep client environments running smoothly and securely. - We work with other field team members to complete on-site tasks such as system upgrades and manual technical work. - We apply network fundamentals, equipment patching, and cable termination to data ports, patch panels, and connectors. - We evaluate and test new services with our technical team before launching them to clients. - We oversee the rollout of new technologies and services across our customer base. - We assess customer-specific needs when introducing new solutions. - We manage the retirement of outdated technologies and services when necessary. - We analyze the business impact of adding or removing technology. - We identify, communicate, and help reduce risks to our company and clients. - We prepare regular reports for our leadership team and remain accountable for them. - We manage client expectations so our team can deliver on commitments. - We follow, refine, and improve our standard operating procedures to keep raising the client experience. - ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ Company: - ------- We are a client-focused IT team dedicated to keeping our clients exceptionally happy by ensuring their networks run efficiently, securely, and without disruption. Our Technician - Tier I role plays a key part in supporting both our clients and our superhero team through responsive service delivery, field support, technology rollouts, communication, and continuous process improvement. This is a full-time, in-person role based in Staten Island, NY, and we offer benefits including 401(k), 401(k) matching, dental insurance, employee discount, health insurance, paid time off, and vision insurance. - ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------