Level 1 / Professional Services Technician

Scale Technology; Little Rock (AR); On-site; USD 42,000 - 56,000; Full time

Benefits offered by this job

Competitive salary

Bonuses

Certification paid

Career progression

Company equipment

Job summary

Scale Technology in Little Rock, AR, seeks an adaptable IT support professional to be the first line of contact for client issues and handle onsite deployments. You will manage helpdesk tickets, configure devices, and assist with M365 onboarding and network setup.

The role blends reactive support with hands-on project work, including imaging, documentation, and knowledge-base updates. A MSP background and relevant certs boost candidacy.

Qualifications

• Minimum 1+ year IT support or helpdesk experience.
• Microsoft 365 knowledge.
• ConnectWise PSA/RMM experience preferred.
• Strong communication abilities.
• Self-directed work approach.
• Valid driver's license.
• Azure AD and Intune exposure preferred.
• Managed Service Provider background and industry certifications beneficial.

Responsibilities

• Client Support and Ticket Management: First point of contact via phone, email, and support portal; Ticket triage and prioritization using ConnectWise; Resolution of foundational issues including password resets, M365 access, printer troubleshooting, and endpoint problems; Complex issue escalation with comprehensive documentation.
• Professional Services and Project Work: Onsite hardware deployment and workstation setup; New employee onboarding (device configuration and M365 setup); Network equipment installation and cabling assistance; Workstation imaging using standardized builds.
• Documentation and Process: Detailed ticket notation and time tracking; Runbook and SOP updates; Internal knowledge base contributions.

Skills

IT support

Communication

Self-directed

Driver's license

Education

Industry certifications (A+, Network+, Security+)

Tools

ConnectWise PSA/RMM

Azure AD

Intune

Job description

Little Rock, Arkansas. Be the first line of support and the face of our client experience.

About the Role

This dual-track role combines reactive support with onsite project work. You will serve as the primary client contact for helpdesk matters while executing hardware deployments and professional services assignments. If you thrive in both structured environments and fast-paced support situations, this role is for you.

Core Responsibilities

Client Support and Ticket Management

• First point of contact via phone, email, and support portal
• Ticket triage and prioritization using ConnectWise
• Resolution of foundational issues including password resets, M365 access, printer troubleshooting, and endpoint problems
• Complex issue escalation with comprehensive documentation

Professional Services and Project Work

• Onsite hardware deployment and workstation setup
• New employee onboarding (device configuration and M365 setup)
• Network equipment installation and cabling assistance
• Workstation imaging using standardized builds

Documentation and Process

• Detailed ticket notation and time tracking
• Runbook and SOP updates
• Internal knowledge base contributions

Required Qualifications

• Minimum 1+ year IT support or helpdesk experience
• Microsoft 365 knowledge
• ConnectWise PSA/RMM experience preferred
• Strong communication abilities
• Self-directed work approach
• Valid driver's license

Preferred Qualifications

• Azure AD and Intune exposure
• Managed security tool experience
• Managed Service Provider background
• Industry certifications (A+, Network+, Security+)

Benefits and Compensation

• Competitive salary with performance bonuses
• Paid certification and professional development
• Career progression pathway: L1 to L2 to Admin to vCIO
• Direct client engagement and mentorship opportunities
• Company-provided equipment and technology resources