Business IT Support Specialist - Tier One

Haviland-Broadband; Haviland (KS); On-site; USD 42,000 - 62,000; Full time

Job summary

Haviland-Broadband is seeking a frontline IT Support Technician to assist business clients with hardware, software, and networking issues. You will handle on-site and remote troubleshooting, setup equipment, and maintain strong client communication to meet SLAs.

Ideal candidates live near Haviland, KS and bring solid troubleshooting skills, professional demeanor, and a proactive approach to incident resolution. This role emphasizes accuracy and teamwork.

Qualifications

• Respond to client technical issues and tickets, providing Level 1 support.
• Diagnose problems over the phone, email, or in-person visits.
• Document solutions and time spent on tasks for SLA tracking.
• Follow safety and security protocols in client environments.

Responsibilities

• Serve as initial contact for client technical issues.
• Diagnose and resolve Level 1 issues promptly.
• Escalate to Tier 2/3 when needed.
• Assist with device setup and basic network tasks.

Skills

Customer service

Communication

Remote support

Education

High school diploma or equivalent

Tools

Remote Desktop Tools

Hardware Diagnostics

Job description

Position Overview:

This role provides frontline technical support to business clients by responding to service requests and resolving issues related to hardware, software, hosted voice, and networking systems. This role requires both remote and on-site troubleshooting, equipment setup, and strong client-facing communication skills. The technician ensures prompt, professional support that aligns with service level agreements and company standards. This role requires that candidates live in proximity to our Haviland office.

Essential Duties and Major Responsibilities:

Client Support & Communication - 40%

• Act as the initial point of contact for client technical issues.
• Respond to service tickets, phone calls, and emails; diagnose and resolve Level 1 issues efficiently.
• Maintain clear, professional communication to gather problem details and provide timely updates and resolutions.
• Build trust through courteous, solution-oriented interactions and follow-ups.
• Represent the company professionally during all client interactions, especially during on-site visits.

Technical Troubleshooting & Escalation - 30%

• Provide on-site and remote technical support to business clients for desktops, laptops, and basic network issues.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support in a timely manner.
• Assist with basic troubleshooting of network connectivity issues including cabling, routers, switches, and wireless access points.
• Support device setup and testing under the direction of senior technicians or engineers.

System Setup, Maintenance & Inventory - 20%

• Install, configure, and maintain operating systems, standard business applications, and peripherals.
• Deploy new IT equipment and ensure it is properly set up according to client requirements.
• Perform routine updates, patching, antivirus monitoring, and preventive maintenance tasks.
• Support backup procedures and ensure systems are functioning within expected parameters.

Documentation & Compliance - 10%

• Maintain accurate records of support tickets, solutions provided, and time spent on tasks.
• Track and document hardware and software inventory, installations, and replacements.
• Follow safety and security protocols while working in client environments.

Assists with other duties as assigned.

Education:

• High school diploma or equivalent