Tier-1 IT Support Specialist (Hybrid)

Velocity1 Technologies, LLC; Knoxville (TN); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Velocity1 Technologies, LLC is seeking a Support Desk Technician to provide frontline IT support to clients through a mix of remote and onsite services. As a Tier-1 resource, you will resolve common issues, document steps, and escalate complex problems while delivering superior customer service.

Hybrid work is available after training and probation, typically three days in office and two remote. The role requires travel to client sites and strong knowledge of Windows, macOS, and Microsoft 365.

Qualifications

• Minimum one year in a technical support role, preferably within an MSP.
• Strong communication and customer service skills.
• Experience with remote and on-site client support.
• Familiarity with ticketing systems and on-call rotation.
• Proficiency with Windows and macOS environments.

Responsibilities

• Provide Tier-1 client IT support via phone, email, remote access, and tickets.
• Troubleshoot basic hardware, software, network, and account issues.
• Escalate complex problems with clear, accurate documentation of steps taken.
• Travel to client sites for hands-on troubleshooting and hardware setup.
• Document resolutions and interactions in the ticketing system.
• Contribute to the knowledge base and collaborate with internal teams.
• Participate in a compensated, rotating on-call schedule.

Skills

Communication

Customer Service

Multitasking

Problem Solving

Creative Thinking

Education

High School Diploma

IT-related Degree

Tools

ConnectWise

Kaseya

Active Directory

Microsoft 365

Job description

Velocity1 Technologies, LLC is seeking a Support Desk Technician to provide frontline IT support to clients through a mix of remote and onsite services. As a Tier-1 resource, you will resolve common issues, document steps, and escalate complex problems while delivering superior customer service.

Hybrid work is available after training and probation, typically three days in office and two remote. The role requires travel to client sites and strong knowledge of Windows, macOS, and Microsoft 365.