IT Technician - Tier 1

Caliber Technology Group; North Carolina; Hybrid; USD 42,000 - 64,000; Full time

Job summary

Caliber Technology Group is seeking a Tier 1 IT Support Technician to develop technical skills across Windows environments, networking concepts, and MSP workflows. You’ll work with experienced technicians delivering enterprise-level support to a diverse client base in remote and onsite settings.

The role emphasizes customer service, structured processes, and secure, scalable solutions, with exposure to PSA/RMM tools and security platforms.

Qualifications

• Bachelor's degree or equivalent hands-on experience in a related field.
• 1–3 years IT support experience supporting multiple users/environments.
• Strong troubleshooting across Windows, networks, and end-user devices.

Responsibilities

• Provide Tier 1 IT support to a diverse client base in Windows environments.
• Assist with remote and onsite support under MSP models.
• Document issues and resolutions with attention to detail using PSA/ticketing.

Skills

Customer service

Windows troubleshooting

Networking basics

Documentation

End-user support

Education

Bachelor's degree in Computer Science, IT, or related field

Tools

Autotask

Datto RMM

SentinelOne

IT Glue

Job description

Job Description

Job Description

Job Summary

Due to continued growth and expanding client demand, we are seeking a Tier 1 IT Support Technician with a strong desire to develop their technical skills across a variety of technologies and environments.

This role supports a diverse client base operating in growing, dynamic environments. You will work alongside experienced technicians to deliver enterprise-level support while gaining hands‑on experience with real‑world systems, tools, and best practices. This is an ideal opportunity for someone early in their IT career who is motivated to learn, grow, and build a long‑term path in managed services.

The position includes both remote and onsite support for clients under our Operations-as-a-Service (OaaS) and Time & Materials (T&M) models. The ideal candidate will have a solid foundation in Microsoft Windows environments and a basic understanding of networking concepts, along with strong customer service skills.

Success in this role requires attention to detail, a focus on security and process, and the ability to think beyond immediate issues—providing solutions that are scalable and aligned with long‑term client needs. This position works closely with our clients and requires an individual who can build trust, manage multiple priorities, and contribute to strong, lasting relationships.

Required Qualifications

• Working knowledge of Microsoft Windows (Desktop OS)

• Basic understanding of:

  • TCP/IP and networking fundamentals

  • Active Directory and/or Microsoft Entra ID (Azure AD)

• Experience supporting:

  • Microsoft 365 (Outlook, Teams, OneDrive, Exchange Online)

  • End‑user devices, printers, and common business applications

• Ability to troubleshoot and resolve hardware, software, and basic network issues

• Experience using or exposure to ticketing systems (PSA)

• Strong documentation habits and attention to detail

Preferred Qualifications

• Experience working in a Managed Service Provider (MSP) environment

• Exposure to or experience with:

  • Remote Monitoring & Management (RMM) tools (e.g., Datto RMM or similar)

  • PSA platforms (e.g., Autotask or similar ticketing systems)

  • Endpoint security solutions (e.g., SentinelOne or similar EDR platforms)

• Basic experience with:

  • Windows Server environments

  • Network devices (firewalls, switches, wireless access points)

• Entry‑level certifications such as:

  • CompTIA A+ / Network+

  • Microsoft Fundamentals (MS‑900, AZ‑900)

Environment & Tools (What You’ll Be Working With)

To help candidates understand our environment and self‑qualify, we leverage:

• PSA / Ticketing: Autotask

• RMM: Datto RMM

• Security Stack: SentinelOne, email security platforms (Avanan or similar)

• Cloud Platforms: Microsoft 365 / Entra ID

• Documentation: IT Glue (or equivalent)

Experience with these tools is a plus—but more importantly, we’re looking for candidates who are comfortable learning and working within structured systems and processes.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field (or equivalent hands‑on experience)

• 1–3 years of IT support experience, preferably supporting multiple users or environments

Technical Competencies

• Ability to engage in technical troubleshooting and discussions to drive effective solutions for clients

• Working knowledge of:

  • Microsoft Windows 10/11

  • Microsoft Windows Server (2016/2019/2022 or newer)

  • Microsoft Office / Microsoft 365 environments

• Familiarity with:

  • Backup and endpoint security solutions

  • Virtualization platforms (Hyper‑V, VMware)

• Exposure to networking and infrastructure hardware such as:

  • Cisco, Meraki, Fortinet, SonicWall, Ubiquiti

Professional Expectations

• Commitment to continuous learning and technical development

• Willingness to complet