Tier-1 IT Support Technician (Hybrid, On‑Call)

Velocity1 Technologies, LLC; Nashville (TN); Hybrid; USD 42,000 - 60,000; Full time

Job summary

Velocity1 Technologies, LLC is seeking a Support Desk Technician to provide frontline IT support to clients through remote and onsite services. You will handle Tier-1 incidents, document resolutions, and escalate complex issues while delivering high levels of customer service.

The role requires strong communication, a technical mindset, and the ability to work in a hybrid environment with training and after-hours on-call coverage.

Qualifications

• High School diploma or equivalent; associates or bachelor’s degree in IT is a plus.
• At least 1 year of experience in technical support or service desk.
• MSP environment experience preferred.

Responsibilities

• Provide Tier-1 IT support for client-reported issues via phone, email, remote access and ticketing.
• Troubleshoot basic hardware, software, network, and account issues.
• Escalate complex problems to Tier-2/3 with clear documentation.
• Travel to client sites as needed for hands-on troubleshooting and setup.
• Document troubleshooting steps and resolutions in the ticketing system.
• Contribute to knowledge base and assist in process improvements.
• Work in a hybrid model with on-site and remote support after training.

Education

High School diploma

Associates or Bachelor's degree in IT

Tools

ConnectWise

Kaseya

Job description

Velocity1 Technologies, LLC is seeking a Support Desk Technician to provide frontline IT support to clients through remote and onsite services. You will handle Tier-1 incidents, document resolutions, and escalate complex issues while delivering high levels of customer service.

The role requires strong communication, a technical mindset, and the ability to work in a hybrid environment with training and after-hours on-call coverage.