IT Support Technician (Tier 1 Help Desk)

Framework IT; Chicago (IL); Hybrid; USD 55,000 - 63,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401(k) with partial company match

Generous PTO and Flex-day policy

Free parking (when in office)

Job summary

Framework IT is seeking an IT Support Analyst I in Chicago to deliver frontline technical support and assist with onboarding new clients. You will be the first line of contact for end users, helping solve problems and ensuring service delivery remains best-in-class.

The role blends troubleshooting with customer service in a hybrid model, with up to 25% onsite client visits. Expect exposure to connectivity, PC/Mac, printing, and documentation while growing in a fast-growing MSP.

Qualifications

• 1-2 years IT troubleshooting experience in computers, networking, or server infrastructure.
• Strong PC/Mac, printing, and end-user applications knowledge.
• Experience with cabling, WLAN, email, and basic networking.
• Excellent communication with a service-oriented mindset.
• Ability to lift up to 50 lbs and travel for onsite visits as needed.

Responsibilities

• Deliver frontline IT support via tickets and calls with clear updates.
• Troubleshoot connectivity, email, PC/Mac, printing, and user issues.
• Provide workstation support and OS patches/rebuilds as needed.
• Assist onboarding, installations, and post-setup documentation.
• Create documentation, checklists, and training materials.
• Occasional on-call coverage approximately once per quarter.

Skills

IT troubleshooting

PC/Mac expertise

Networking basics

Customer service

Communication skills

On-call readiness

Education

High School Diploma/GED

A+ certification

Network+ certification

Tools

ConnectWise PSA

Job description

About Framework IT

Framework IT is Chicago's premier IT Managed Service Provider on a mission to reinvent how technology is serviced. With remarkable growth year over year, we're built on a client-first philosophy that focuses on understanding business needs first, then designing the right support solutions.

We believe in working together to grow together. Our investment in the health, happiness, and career development of our team fuels the innovation that shapes how technology enhances the world around us.

The Opportunity

We're seeking an IT Support Analyst I to deliver responsive, high-quality technical support to our clients. This role is the perfect blend of technical troubleshooting and exceptional customer service. You'll be the first line of support, helping end-users solve problems, onboard new clients, and ensuring our service delivery remains best-in-class.

Work Model:

Hybrid schedule with mostly work-from-home flexibility, some scheduled office time, and up to 25% onsite visits to client locations.

What You'll Do

• Deliver Frontline Support
  • Handle service tickets and incoming hotline calls with expert care
  • Communicate clearly with clients on ticket status, progress, and resolutions
  • Prioritize by urgency and follow internal workflows to ensure timely resolution
  • Test all work thoroughly and involve clients in acceptance testing
• Troubleshoot & Resolve
  • Support connectivity and email (Internet, applications, file shares, POP3, IMAP, Exchange)
  • Provide workstation support: hardware, OS patches, drivers, and OS rebuilds
  • Deliver PC/Mac and printing support across various end-user applications
  • Fulfill moves, adds, and changes while maintaining existing systems
• Deploy & Educate
  • Deploy remote monitoring and management tools during client onboarding
  • Train end-users on opening tickets and engaging with support services
• Support Onboarding & Installations
  • Pre-configure and install equipment for onsite deployments
  • Document all new equipment and account information thoroughly
• Document & Administer
  • Create comprehensive documentation, checklists, training materials, and standards
  • Submit timely, accurate timesheets with appropriate billable detail
  • Participate in occasional on-call coverage (approximately once per quarter)

What You Bring

Required:

• 1-2 years of IT troubleshooting experience supporting computers, networking, or server infrastructure
• Strong knowledge of PC/Mac, printing, end-user applications, and basic networking/server support
• Experience with cabling, ISP installation, WLAN, antivirus, mobile devices, and email
• Excellent communication skills with a service-oriented mindset
• Ability to lift and move light hardware (up to 50 lbs)
• Valid driver's license and reliable vehicle
• High School Diploma/GED
• Flexibility for hybrid schedule and extended support hours as needed

Preferred:

• Certifications: A+, Network+, MCP, or CCENT
• MSP Experience: Minimum 1 year at a Managed Service Provider
• PSA Platform: Familiarity with ConnectWise suite
• AI Usage: Familiarity with using AI tools

How We Measure Success

• Timely ticket resolution with clear, consistent client communication
• High-quality documentation and adherence to workflows
• Successful tool deployments with positive user feedback
• Proactive issue prioritization and follow-through
• Reliable onsite and on-call participation
• Accurate, punctual timesheet submission

Compensation & Benefits

Total Compensation: $55,000-$63,000 annually (base + bonus, based on experience and performance) Benefits Package:

• Medical, Dental, and Vision insurance
• 401(k) with partial company match
• Generous PTO and Flex-day policy
• Free parking (when in office)

Our Values – Who We Hire

• Teamwork: We work together and for one another.
• Pride: We believe in the importance of our work.
• Dynamic: Life is always teaching, so we will continue learning.
• Integrity: We believe successful relationships require honesty.
• Open Minded: We are open to new ideas.

Ready to Join Us?

If you're energized by solving problems, serving clients, and growing your skills in a collaborative, fast-growing MSP environment, we want to hear from you!