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TYPE OF WORK
Full Time
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SALARY
$500-$800
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HOURS PER WEEK
40
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DATE UPDATED
Sep 2, 2026
Role: Tier 1 Technician
Department: Service Team
Shift Schedule during onboarding: 8:00 AM – 4:00 PM
Regular shift: TBA after onboarding period
Salary: $5/hr
Role Overview
We are seeking a Tier 1 Technician to join our Service Team. This role is primarily focused on providing reliable, responsive Tier 1 technical support to clients and users. The ideal candidate is a strong problem-solver with excellent communication skills and a customer-service mindset.
The Tier 1 Technician will serve as the first point of contact for technical issues, troubleshoot common hardware, software, and connectivity problems, manage service tickets, and coordinate escalations with higher-tier technicians.
Key Responsibilities
Service Desk & Technical Support
Act as the first point of contact for technical issues via HaloPSA, email, and phone.
Provide Tier 1 troubleshooting for hardware, software, and connectivity issues.
Troubleshoot Windows, macOS, Microsoft 365, printers, peripherals, and common user issues.
Create, assign, update, and manage service tickets in accordance with established procedures.
Accurately document troubleshooting steps, resolutions, and service notes.
Escalate complex or unresolved issues to Tier 2 or Tier 3 technicians as appropriate.
Monitor and prioritize tickets based on urgency, impact, and SLA requirements.
Maintain clear and professional communication with clients throughout the support process.
Coordinate dispatch between clients and higher-tier technicians.
Follow established troubleshooting procedures, documentation, and escalation processes.
Assist users with basic account, password, application, and access-related issues.
Identify recurring technical issues and communicate trends to senior technicians or management.
Maintain a high level of customer service and professionalism in all client interactions.
Meet established response, resolution, and ticket documentation requirements.
Required Skills
Technical Skills
Experience in an IT Service Desk or Tier 1 technical support environment.
Strong troubleshooting skills for Windows, macOS, and Microsoft 365.
Familiarity with common hardware, software, networking, and connectivity issues.
Experience with ticketing systems such as HaloPSA or equivalent.
Basic understanding of TCP/IP, Wi-Fi, printers, peripherals, and network connectivity.
Ability to follow technical documentation and standard operating procedures.
Ability to accurately document technical issues and resolutions.
Soft Skills
Excellent verbal and written communication skills.
Strong customer service and interpersonal skills.
High attention to detail.
Strong problem-solving and critical-thinking abilities.
Effective time management and multitasking skills.
Ability to prioritize and manage multiple tickets simultaneously.
Team-oriented and willing to collaborate with higher-tier technicians.
Adaptable, dependable, and proactive.
Ability to remain professional and calm when assisting frustrated users.
Preferred Qualifications
1–2 years of experience in IT or Service Desk roles.
Experience working in an MSP or IT support environment.
Experience using HaloPSA or another professional ticketing system.
CompTIA A+ certification or equivalent technical experience.
CompTIA Network+ certification or equivalent networking knowledge.
Microsoft 365 Fundamentals (MS-900) or similar Microsoft experience.
ITIL Foundation certification is a plus.
Suggested Training / Certifications
Technical
CompTIA A+
CompTIA Network+
Microsoft 365 Fundamentals (MS-900)
ITIL Foundation
HaloPSA or equivalent PSA/ticketing system training
Basic networking and troubleshooting fundamentals
How to Apply
Interested applicants are requested to email their updated resume along with a brief cover letter and video introduction detailing their relevant experience to
"Tier 1 Technician - [Your Full Name]"
Only shortlisted candidates will be contacted. We appreciate your interest and thank all applicants in advance.
