Tier 1 IT Support Technician - Hybrid

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

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.