IT Support Technician: AI Troubleshooting & Knowledge Lead

Iserv; Orlando (FL); On-site; USD 32,000 - 52,000; Full time

Job summary

iServ in Orlando, FL seeks an IT Support Technician – Tier I to join our Desktop Support / Managed Services team. This role blends frontline technical support with added focus on AI integration, knowledge management, and cybersecurity awareness.

The successful candidate will contribute to documentation quality, standard operating procedures, and continuous improvement across the service desk while operating in a fast-paced MSP environment.

Qualifications

• Experience with Windows 10/11 and Microsoft 365 applications.
• Solid understanding of basic networking concepts required.
• Ability to document solutions and troubleshooting steps clearly.

Responsibilities

• Provide professional Tier I IT support with emphasis on first-call resolution.
• Troubleshoot Windows 10/11, M365, Outlook, Teams, printers, and network issues.
• Diagnose DNS/DHCP/VPN problems and handle connectivity troubles.
• Manage ConnectWise tickets with accurate notes and timely updates.
• Document recurring issues and create troubleshooting guides.
• Collaborate with Tier II and other teams to resolve issues.
• Support AI-assisted troubleshooting initiatives and automation efforts.
• Maintain security awareness in accordance with best practices.

Skills

Windows troubleshooting

Microsoft 365

Networking basics

Documentation

Customer service

Team collaboration

Education

Degree in IT/CS preferred

CompTIA Security+ or equivalent preferred

Microsoft Azure or cybersecurity certifications an advantage

Tools

ConnectWise

Microsoft Teams

Outlook

Job description

iServ in Orlando, FL seeks an IT Support Technician – Tier I to join our Desktop Support / Managed Services team. This role blends frontline technical support with added focus on AI integration, knowledge management, and cybersecurity awareness.

The successful candidate will contribute to documentation quality, standard operating procedures, and continuous improvement across the service desk while operating in a fast-paced MSP environment.