IT Support Technician I - Grow into a Tech Leader

Viral Technology LLC; Pensacola (FL); On-site; USD 28,000 - 33,000; Full time

Benefits offered by this job

Paid time off

Job summary

Viral-Technology LLC is seeking a Level 1 IT Support Technician in the Pensacola area to serve as the first point of contact for clients, troubleshoot common IT issues, and deliver professional service.

You will set up devices, accounts, email, and software, document steps, and communicate with clients of varying technical backgrounds. The role offers growth into higher‑level responsibilities as you develop your skills and leadership abilities.

Qualifications

• Experience with Windows PCs and common business apps.
• Familiarity with Microsoft 365, Outlook, OneDrive and Teams is preferred.
• Basic knowledge of hardware, Wi‑Fi, networking, printers and mobile devices.
• Ability to methodically troubleshoot problems and research unfamiliar issues.
• Strong written communication and documentation skills.
• Previous MSP/help-desk experience and certifications are beneficial but not required.

Responsibilities

• Respond to incoming support requests by phone, email, and ticketing system.
• Troubleshoot Windows computers, Microsoft 365 apps, user accounts, printers, mobile devices, and basic network connectivity.
• Set up and configure computers, user accounts, email accounts, software, printers, and other client technology.
• Accurately document troubleshooting steps, resolutions, client communication, and time worked in each service ticket.
• Communicate clearly and professionally with clients of varying levels of technical experience.
• Maintain ownership of assigned tickets and follow through until issues are resolved or transferred.
• Escalate issues with complete and accurate information for the next technician.
• Follow security policies, documentation, procedures and escalation processes.
• Assist with workstation deployments and preventive maintenance.
• Grow technical knowledge and contribute ideas to improve service and processes.

Skills

Windows basics

MS 365 basics

Networking basics

Written communication

Customer service

Education

CompTIA A+/Network+ certs helpful

Tools

Active Directory

Entra ID

Intune

Ticketing system

Job description

Viral-Technology LLC is seeking a Level 1 IT Support Technician in the Pensacola area to serve as the first point of contact for clients, troubleshoot common IT issues, and deliver professional service.

You will set up devices, accounts, email, and software, document steps, and communicate with clients of varying technical backgrounds. The role offers growth into higher‑level responsibilities as you develop your skills and leadership abilities.