Tier 1 Support Specialist

Teal Co; Minneapolis (MN); Hybrid; USD 52,000 - 75,000; Full time

Benefits offered by this job

Competitive salary

Comprehensive benefits

Certification support

Professional development opportunities

Job summary

Teal Co in Minneapolis, MN is seeking a Tier 1 Support Specialist to join our on-site IT team. You will be the first point of contact, delivering friendly remote and on-site support for Windows, Microsoft 365, mobile devices, printers, and network connectivity in client environments.

You’ll document work in our ticketing system, escalate complex issues with clear notes, and collaborate with engineers to improve service delivery.

Qualifications

• 1–2 years of help desk or related IT experience.
• Strong customer service mindset and clear communication.
• CompTIA A+ certification preferred; support for completion within 120 days.

Responsibilities

• Provide friendly remote support to clients by phone, email, chat, and remote tools.
• Troubleshoot Windows PCs, Microsoft 365, mobile devices, printers, and connectivity.
• Ask questions, document details, and record work in the ticketing system.
• Resolve Tier 1 issues and escalate complex ones with context.
• Follow client procedures and internal security practices.
• Communicate status updates and participate in on-call rotation.
• Attend required meetings and strive to improve skills.

Skills

Customer service

Communication

Documentation

Troubleshooting

Prioritization

Education

CompTIA A+ certification preferred

Tools

Windows

Microsoft 365

Remote support tools

Ticketing systems

RMM platforms

Job description

Tier 1 Support Specialist

Location: On-site in Northeast Minneapolis, Minnesota

About Teal

Teal is a managed IT services and cybersecurity provider formed through the combination of two experienced technology companies. Together, we bring a broader team, deeper expertise, and a shared focus on helping small and mid-sized organizations use technology more strategically, securely, and effectively.

As we continue bringing our teams, tools, and processes together, we are building a service organization focused on responsive support, clear communication, strong documentation, and continuous improvement. If you enjoy solving problems, supporting clients, and learning in a collaborative environment, this role could be a strong fit.

About the Role

As a Tier 1 Support Specialist, you will be one of the first points of contact for clients who need technical assistance. You will provide remote support, troubleshoot common workstation, Microsoft 365, mobile device, printer, application, and connectivity issues, and help ensure users receive timely, professional, and friendly service.

This is an on-site role based in Northeast Minneapolis and a great opportunity for someone with early help desk experience who enjoys working with people, learning new technology, and building a career in IT support. You will work across multiple client environments, so adaptability, documentation, and communication are key.

What You’ll Do

• Provide friendly, professional remote support to clients by phone, email, chat, and remote support tools.
• Troubleshoot basic technical issues related to Windows PCs, Microsoft 365, mobile devices, printers, common business applications, and network connectivity.
• Ask helpful questions, gather accurate details, and clearly document work performed in the ticketing system.
• Resolve Tier 1 issues when possible and escalate more complex issues with clear notes and context.
• Follow client-specific procedures, security expectations, and internal support processes.
• Communicate status updates clearly and keep clients informed through resolution.
• Participate in required company and departmental meetings.
• Participate in the rotating on-call schedule for after-hours emergency help desk coverage.
• Meet performance goals established by your supervisor and continue building your technical skills.

What We’re Looking For

• 1–2 years of help desk, technical support, or related IT experience.
• Strong customer service mindset and a genuine interest in helping people.
• Ability to troubleshoot and resolve basic technical issues with patience and professionalism.
• Clear written and verbal communication skills.
• Comfortable supporting computer systems, mobile devices, common business applications, and remote support tools.
• Ability to stay organized, manage multiple priorities, and document work accurately.
• Calm, professional approach when supporting users who may be frustrated or under pressure.
• Willingness to follow established procedures while knowing when to ask for help or escalate.
• CompTIA A+ certification preferred; if not already certified, Teal will support completion within 120 days of employment.
• Experience with macOS is a plus.

Nice to Have

• Previous MSP experience or experience supporting multiple client environments.
• Familiarity with Microsoft 365, Active Directory, Entra ID, or Intune.
• Experience with ticketing systems, remote support tools, or RMM platforms.
• Basic understanding of networking concepts such as DNS, DHCP, VPN, and Wi-Fi troubleshooting.
• Exposure to security tools such as MFA, endpoint protection, email security, or password managers.
• Additional certifications such as CompTIA Network+, Microsoft Fundamentals, or similar.

What We Offer

• Competitive salary and performance-based incentives.
• Comprehensive benefits package including paid time off, paid holidays, health, dental, vision, life insurance, disability, and retirement plans.
• Training, certification support, and ongoing professional development opportunities.
• Hands-on exposure to Microsoft 365, endpoint support, cybersecurity tools, remote management platforms, and client infrastructure.
• A collaborative team environment with opportunities to learn from experienced technicians and engineers.
• A growing company where service, accountability, and continuous improvement matter.

Teal is an equal opportunity employer. We are committed to fostering a workplace where employees are valued, respected, and provided with equal opportunities.