Service Desk Tier 1

Flex Technology Group; Cockeysville (MD); Hybrid; USD 45,000 - 65,000; Full time

Job summary

FlexTG, a nationwide, brand-neutral managed IT and print services provider, seeks a Tier 1 Service Desk technician to deliver frontline IT support. You will resolve the majority of end-user tickets with empathy, clarity, and technical accuracy, collaborating with the Managed IT team to ensure a positive user experience.

Requirements include a high school diploma, 1+ year in service, basic networking knowledge, and a valid driver's license for client-site visits.

Qualifications

• 1+ year of experience in the service industry.
• Valid Driver's License and reliable transportation required for travel to client sites.
• Basic understanding of network theory and workstation operations.
• Strong written and verbal communication skills.
• Travel to customer sites will be required.
• A+ or Network+ Certification preferred.
• Basic understanding of Microsoft M365 Suite preferred.

Responsibilities

• Assess, troubleshoot, resolve and / or escape end user centric service tickets.
• Respond to and resolve incoming service requests via phone, email, or ticketing system in a professional and timely manner.
• Guide users through step-by-step solutions and provide clear communication in both technical and non-technical language to ensure a high level of customer satisfaction.
• Effective and consistent documentation of all troubleshooting and resolution steps as well as associated times.
• Interact and communicate with all levels and roles of the Managed IT department.
• Escalate complex tickets appropriately.
• Participate in ongoing training and development.

Skills

Customer service

Basic networking

Communication skills

Education

High School or equivalent

Tools

Microsoft 365 Suite

Job description

Company Overview

At FlexTG, we transform the way businesses manage their print environments. As a brand-neutral leader with a nationwide footprint, FlexTG delivers tailored managed print services to organizations of all sizes. Our proprietary technology sets us apart—helping clients streamline operations, reduce costs, and stay ahead in a rapidly changing world. Join a company that values innovation, flexibility, and making a real impact.

Description

Company Overview

At FlexTG, we transform the way businesses manage their print environments. As a brand-neutral leader with a nationwide footprint, FlexTG delivers tailored managed print services to organizations of all sizes. Our proprietary technology sets us apart—helping clients streamline operations, reduce costs, and stay ahead in a rapidly changing world. Join a company that values innovation, flexibility, and making a real impact.

Position Summary

The Tier 1 Service Desk role serves as the frontline of IT support, specializing in resolving end-user service requests with a strong emphasis on responsiveness, empathy, and effective communication. This role demands exceptional listening and customer service skills to ensure a positive user experience. Tier 1 technicians are expected to independently resolve approximately 90% of incoming tickets, demonstrating both technical proficiency and a commitment to efficient, user-focused support.

Essential Functions And Responsibilities

• Assess, troubleshoot, resolve and / or escape end user centric service tickets
• Respond to and resolve incoming service requests via phone, email, or ticketing system in a professional and timely manner.
• Guide users through step-by-step solutions and provide clear communication in both technical and non-technical language to ensure a high level of customer satisfaction
• Effective and consistent documentation of all troubleshooting and resolution steps as well as associated times
• Interact and communicate with all levels and roles of the Managed IT department
• Escalate complex tickets appropriately
• Participate in ongoing training and development

Qualifications And Experience

Minimum Qualifications:

• High School or Equivalent
• 1+ Year experience in the service industry
• Basic understanding of network theory and workstation operations
• Travel to customer sites will be required, so a Valid Driver's License and reliable transportation are required
• Strong written and verbal communication skills

Preferred Qualifications:

• A+ or Network+ Certification
• Basic understanding of Microsoft M365 Suite

Supervisory Responsibilities

This position has no supervisory responsibilities.

Physical Requirements

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. The physical requirements for performing the essential functions of this position require the employee to be able to:

• Ability to drive
• Lift 25 pounds
• Sit, stand, walk, and reach.
• Hear well enough to communicate with others.
• Read a computer screen and written material.
• Write, type, and use phone system.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

Good working environment with the absence of disagreeable conditions. The noise level in the work environment is usually moderate. Travel to client sites may be required from time to time. Hybrid work option available after initial 90 days and contingent on objective performance goals.

Disclaimer

This job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice. The job description does not constitute an employment contract or guarantee of employment. The organization reserves the right to hire, fire, or discipline the employees at its discretion.

EEO Statement

FlexTG provides equal employment opportunities to all employees and applicants for employment. The Company prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, sexual orientation, gender identity or expression, national origin or ancestry, citizenship or immigration status, physical or mental disability, genetic information (including testing and characteristics), pregnancy (including childbirth, lactation and related medical conditions), protected veteran status, uniformed servicemember status, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, benefits, leaves of absence, compensation and training.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.