IT Support Desk Technician (Hybrid/On-Call)

Velocity1; Knoxville (TN); Hybrid; USD 42,000 - 64,000; Full time

Job summary

Velocity1 is seeking a Support Desk Technician to provide frontline IT support to clients, combining remote and onsite services. As a Tier-1 resource, you will troubleshoot common hardware, software, and account issues, document steps, and escalate complex problems when needed.

The role requires strong communication, attention to detail, and a customer-first mindset. You will travel to client sites, participate in on-call rotation, and contribute to knowledge base while using ConnectWise and

Qualifications

• One year of experience in technical support or service desk role, preferably within an MSP environment.
• Experience with ConnectWise and Kaseya platforms.
• CompTIA A+ or equivalent is preferred but not required.

Responsibilities

• Provide Tier-1 support for client-reported IT issues via phone, email, remote access, and ticketing systems.
• Troubleshoot and resolve basic hardware, software, network, and account-related issues.
• Escalate complex issues to Tier-2 or Tier-3 with clear documentation of steps taken.
• Travel to client sites as needed for hands-on troubleshooting and hardware setup.
• Document troubleshooting steps and resolutions in the ticketing system.
• Contribute to knowledge base and collaborate with internal teams for service improvement.

Skills

Communication

Customer Service

Multitasking

Problem Solving

Teamwork

Education

High School diploma or equivalent

Associate or Bachelor’s degree in IT-related field

CompTIA A+ certification preferred

Tools

ConnectWise

Kaseya

Job description

Velocity1 is seeking a Support Desk Technician to provide frontline IT support to clients, combining remote and onsite services. As a Tier-1 resource, you will troubleshoot common hardware, software, and account issues, document steps, and escalate complex problems when needed.

The role requires strong communication, attention to detail, and a customer-first mindset. You will travel to client sites, participate in on-call rotation, and contribute to knowledge base while using ConnectWise and