Tier 1 Technical Support Specialist

Purity Technology LLC; Tomball (TX); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Purity Technology LLC is seeking a Tier 1 Technical Support Specialist to provide frontline IT support to credit union users. You will troubleshoot basic hardware, software, and system issues via phone or remote access, documenting steps and resolutions in the ticketing system.

The role emphasizes clear communication, independence, and teamwork within a hybrid work environment. Prior experience with ticketing systems and ITSM concepts is a plus.

Qualifications

• Associate degree in computer-related field.
• Entry level; 0–2 years of experience.

Responsibilities

• Provide frontline technical support for hardware, software, and system issues of low to moderate complexity.
• Respond to user inquiries via phone, email, or remote tools.
• Install software and perform basic hardware diagnostics remotely.
• Use remote access tools to support end users as needed.
• Execute commands and monitor system performance to verify operation.
• Accurately document support requests and resolutions in the ticketing system.
• Maintain daily records of activities and actions taken.
• Reference technical documentation and collaborate with users to resolve issues.

Skills

Troubleshooting

Remote Support

Ticketing Systems

Customer Service

Documentation

Education

Associate degree in computer-related field

Tools

Halo

Zendesk

ZOHO CRM

ServiceNow

Job description

About Us

We’re a growing Managed Services Provider (MSP) that specializes in supporting credit unions with their IT needs. Our mission? To keep their technology running smoothly, securely, and efficiently so they can focus on serving their members. We’re all about teamwork, innovation, and having fun while doing what we love.

Are you a tech-savvy problem solver with a passion for customer service? Do you love troubleshooting, digging into complex IT challenges, and helping businesses thrive? If so, we want YOU to join our team as a Tier 1 Technical Support Specialist!

What You'll Do:

The Tier 1 Technical Support Specialist provides frontline technical support to managed service Credit Union users. In this role, you will assist clients by troubleshooting and resolving basic hardware, software, and system issues via phone or remote access. You’ll play a key role in delivering reliable, responsive IT support while following established procedures and guidance from senior team members.

What You Bring to the Table:

• Provide first-level technical support for hardware, software, and system-related issues of low to moderate complexity.
• Respond to user inquiries and troubleshoot problems via phone, email, or remote support tools.
• Install software and perform basic hardware diagnostics and testing remotely
• Use remote access tools and company-issued equipment to support end users when required
• Execute commands and monitor system performance to verify proper operation and identify errors
• Accurately document support requests, troubleshooting steps, and resolutions in the ticketing system.
• Maintain daily records of support activities, incidents, and corrective actions taken
• Reference technical documentation and manuals, collaborate with users, and perform diagnostics to resolve issues.
• A knack for troubleshooting, problem-solving, and thinking on your feet.
• Excellent communication skills—tech talk is great, but making it understandable to clients is even better!
• The ability to work independently and as part of a fun, dynamic team.

Bonus Points For:

• Associate degree in computer in a computer-related or equivalent training required.
• Entry Level- 2 years of experience required.
• Experience working with a ticket system (we use Halo). Other examples: Zendesk, ZOHO CRM, ServiceNow, etc.
• CompTIA A+ certification (preferred but not required).
• Previous experience working with credit unions or financial institutions.
• Familiarity with ITIL concepts or service management best practices

Why You'll Love Working With Us:

• A collaborative and friendly team that supports each other.
• Opportunities for growth, training, and certification support.
• Flexible hybrid work schedule with a mix of remote and on-site work (on-site days are Wednesday and Thursday only).
• Competitive salary, great benefits, and the chance to work with cutting-edge technology.

Work Environment

• Location: Tomball, TX