MSP Level 1 Technician (Winchester, VA)

TeamLogic IT; Winchester (VA); Hybrid; USD 45,000 - 60,000; Full time

Benefits offered by this job

401(k) matching

Bonus based on performance

Company parties

Competitive salary

Free food & snacks

Health insurance

Opportunity for advancement

Paid time off

Parental leave

Training & development

Tuition assistance

Vision insurance

401(k)

Job summary

TeamLogic IT is seeking a diligent Managed IT Services (MSP) Level 1 Technician to join our team. You will deliver remote and on-site IT support to SMB clients, handling hardware and software installation, maintenance, and issue resolution with a focus on customer satisfaction.

The role requires strong problem-solving and communication skills, plus the ability to work independently and with a team. This position emphasizes high-quality CX and ongoing professional development in a fast-paced MSP

Qualifications

• Education: a degree or diploma in Information Technology or related field.
• Experience: in MSP or IT support for SMBs.
• Technical: Windows/macOS, basic networking, common business apps.

Responsibilities

• Provide remote and on-site technical support to SMB clients.
• Perform routine maintenance, updates, backups, monitoring.
• Log incidents and manage tickets per SLAs.
• Communicate clearly with clients and document resolutions.
• Install/configure hardware and software for clients.
• Identify process improvements and best practices.

Skills

Windows/macOS

Networking

Microsoft 365

G Suite

Customer service

Communication

Problem solving

Education

IT degree or diploma

Tools

NinjaRMM

Autotask

ServiceNow

Zendesk

IT Glue

SharePoint

AWS/Azure

Job description

Benefits

• 401(k) matching
• Bonus based on performance
• Company parties
• Competitive salary
• Free food & snacks
• Health insurance
• Opportunity for advancement
• Paid time off
• Parental leave
• Training & development
• Tuition assistance
• Vision insurance
• 401(k)

Summary

We are seeking a diligent and enthusiastic Managed IT Services (MSP) Level 1 Technician to join our team. The successful candidate will be responsible for providing technical support and services to small to medium-sized businesses (SMBs). This role requires a proactive individual with a strong understanding of IT (hardware & software installation, maintenance, and support), exceptional problem-solving skills, and a dedication to customer satisfaction. At TeamLogic IT, we strive to provide the best customer experience (CX) to everyone we interact with, so interpersonal and strong communication skills are required.

Responsibilities

• Technical Support: Provide remote and on-site technical support to SMB clients, troubleshooting hardware and software issues promptly and efficiently.
• System Maintenance: Perform routine maintenance tasks on client systems, including updates, backups, and system monitoring to ensure optimal performance and security.
• Incident Management: Act as the first point of contact for all IT-related incidents and service requests, ensuring accurate logging, tracking, and resolution in line with service level agreements (SLAs).
• Client Communication: Maintain clear and effective communication with clients, providing regular updates on incident status and ensuring a high level of customer satisfaction.
• Documentation: Create and maintain detailed documentation of client systems, configurations, and procedures to support seamless service delivery. Effectively documenting the issue and resolution in our ticketing system.
• Security Management: Implement and monitor security measures to protect client data and systems, including antivirus updates, firewall configurations, and regular security audits.
• Hardware and Software Installation: Assist with the installation and configuration of hardware and software for new and existing clients, ensuring compatibility and functionality within their IT environment.
• Continuous Improvement: Identify opportunities for process improvements and contribute to the development of best practices within the team.

Knowledge, Skills, & Qualifications

• Education: A degree or diploma in Information Technology, Computer Science, or a related field.
• Experience: Prior experience in an MSP or IT support environment, preferably servicing SMB clients.
• Technical Skills: Proficiency in Windows and macOS operating systems, network configurations, and common business applications (e.g., Microsoft 365, G Suite).
• Certifications: Relevant certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are advantageous.
• Problem-Solving: Strong analytical and troubleshooting skills with a keen attention to detail.
• Communication: Excellent verbal and written communication skills, with the ability to explain technical concepts to non-technical users.
• Customer Service: A customer-focused approach with a commitment to delivering high-quality service and building strong client relationships.
• Team Player: Ability to work effectively both independently and as part of a collaborative team.

Preferred Additional Qualifications

• Experience with Remote Monitoring and Management (RMM) tools: Familiarity with RMM tools like NinjaRMM or similar platforms.
• Experience with Ticketing Systems: Knowledge of ticketing systems such as Autotask PSA, ServiceNow, Zendesk, or similar.
• Documentation Tools: Proficiency in using documentation tools and platforms (e.g., Hudu, Ninja Documentation, IT Glue, SharePoint).
• Experience with Cloud Services: Understanding of cloud platforms such as AWS, Azure, or Google Cloud.

Work Environment

This position primarily involves remote support with occasional on-site visits to client locations. The role demands a high level of adaptability and the ability to manage multiple tasks simultaneously.

• Fast-paced and dynamic environment, with a focus on delivering high-quality IT support to SMB clients.
• Collaborative and supportive team culture.

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive health, dental, and vision insurance
• Retirement savings plan with company match
• Paid time off and holidays
• Professional development and certification reimbursement
• Opportunities for career advancement

Company Overview

We offer a dynamic and supportive work environment where your contributions are valued, and your professional growth is encouraged. At TeamLogic IT, you'll have the opportunity to work on diverse and challenging projects, enhance your technical skills, and make a meaningful impact on our clients' businesses. If you have a strong IT background, a problem-solving mindset, and a passion for innovation, you'll thrive in our fast-paced, ever-evolving industry. Our team is driven by a commitment to expanding boundaries, leveraging expertise, and delivering smart solutions. As part of a local office, you'll also benefit from the collaboration and support of a vast network of technicians across North America. This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.