Technical Support Specialist - Level 1

Port Cyber Corporation; Maryland; On-site; USD 42,000 - 56,000; Full time

Job summary

Port Cyber Corporation, a provider of fixed-price IT support for small and mid-size businesses in the DC metro area, seeks a Technical Support Specialist Level 1. The role focuses on triage, basic troubleshooting, and prompt resolution of client requests, with strong emphasis on clear documentation and customer service.

Ideal candidates have experience with Windows and Mac desktop support, basic TCP/IP networking, and excellent written and verbal communication.

Qualifications

• Entry-level position with emphasis on customer service and learning.
• Experience with Windows and Mac desktop support preferred.
• Basic TCP/IP networking troubleshooting desired.

Responsibilities

• Provide triage and initial troubleshooting for tickets via phone and email.
• Resolve level 1 tickets via remote support.
• Coordinate on-site visits as needed for troubleshooting and setup.
• Respond to outages, virus notifications and backup reports.
• Update client documentation with changes.
• Maintain SLAs and collaborate with Support Services staff.
• Participate in on-call rotation.

Skills

Customer service

Troubleshooting

Communication

Team collaboration

Learning mindset

Education

Bachelor's degree in Computer Science

Tools

Windows Desktop OS

Microsoft Office Applications

Windows Active Directory

Microsoft 365

Basic TCP/IP

Wireless Network Connectivity

Job description

Job Description

Job Description

Position: Technical Support Specialist - Level 1

Port Cyber is seeking to grow its technical team to keep pace with its steady growth. Port Cyber is a provider of fixed-price IT support to small and mid-size businesses in the DC metro area. The company is looking for highly motivated individuals with the ability to effectively communicate with both internal staff and clients. Candidates must also possess a strong information technology background and knowledge.

Position Summary

The Technical Support Specialist Level 1 (TSS - L1) role within the Support Services group will be responsible for ensuring all client-facing customer support requests are resolved in a complete, correct, and timely manner. Typical responsibilities are:

Triage - The TSS - L1 should be able to work effectively in a triage role, engaging with clients to understand and thoroughly document support requests, inquiring intelligently to make sure that all relevant information is gathered so that effective troubleshooting can begin when the ticket is assigned.

Tier 1 Issue Resolution - For simple day-to-day issues (typically with desktop support or basic cloud services), the TSS - L1 should be capable of taking ownership of issues and either solving them directly or engaging the correct internal or external resources to drive the issue to resolution.

Monitoring and Response - At times, the TSS - L1 will assist with network and server monitoring to ensure maximum uptimes for all clients.

Documentation - Along with all other technical staff, the TSS - L1 will participate in reviewing and maintaining documentation of clients' information technology infrastructure and systems.

Preferred Experience Background

This is an entry level technical position. The ideal candidate will have excellent customer service skills and a strong desire to learn and troubleshoot new technologies. Excellent verbal and writing communications skills are paramount, as is the ability to track and work on multiple tasks. At least some basic experience troubleshooting in Windows and Mac desktop support in a business environment and basic TCP/IP network troubleshooting experience is desired. This position will be highly collaborative with staff members of varying experience and will provide numerous opportunities to learn new skills and take on additional responsibilities.

Responsibilities

All areas of responsibility listed below are essential to the satisfactory performance of this position. Any non-essential functions are assumed to be included in "other related organizational and logistical duties as may be reasonably assigned":

• Provide triage and initial troubleshooting for tickets via phone and email.
• Resolve level 1 tickets via remote support
• Coordinate on-site visits as needed for system troubleshooting and new system setup
• Respond to and triage system outages, virus notifications and backup reports
• Update minor changes in client documentation
• Maintain response SLAs and follow standard operating procedures for triage and troubleshooting.
• Collaborate with other Support Services staff to ensure a positive and effective client experience.
• Provide regular status updates to Director of Support Services ger and other senior staff.
• Attend regular individual and team supervision meetings
• Maintain top-level customer service and communications, both written and verbal, within Port Cyber and with clients.
• Participate in training and development of customer service and technical skills.
• Participate in Port Cyber on-call rotation

Required Experience

The position requires familiarity and general operating skill levels with the following technologies:

• Windows Desktop OS
• Microsoft Office Applications
• Windows Active Directory
• Microsoft 365
• Basic TCP/IP network troubleshooting
• Wireless Network Connectivity

Preferred Experience

• Windows Server OS
• Mac OS
• Microsoft Entra
• Managed Antivirus/EDR solutions
• Managed backup solutions

Education and Certifications Preferred, Not Required

• Two-Year or Four-Year Bachelor's degree in Computer Scienc