Help Desk Technician

Level 1 Technical Support Technician

Company: All-Access Infotech
Department: Service Desk
Reports To: Service Desk Team Lead / Service Manager
Position Type: Full-Time

Position Summary

All-Access Infotech is looking for a motivated, customer-focused Level 1 Technical Support Technician to join our Managed Service Provider team.

This role is the first line of support for our clients. The Level 1 Technician is responsible for responding to support requests, troubleshooting common IT issues, documenting work clearly, and escalating tickets when needed.

This position is a great fit for someone who is dependable, coachable, technically curious, and committed to being a strong teammate.

Key Responsibilities

Client Support and First Response

The Level 1 Technician provides the first response to client support requests and helps create a positive client experience.

Responsibilities include:

• Respond to incoming support requests by phone, email, and ticketing system
• Provide professional, friendly, and timely support to clients
• Troubleshoot common technical issues, including:
• Workstation problems
• Microsoft 365 access issues
• Password resets
• Email configuration
• Printer issues
• Software errors
• Basic network connectivity problems
• Use remote support tools to diagnose and resolve issues whenever possible
• Guide clients through simple troubleshooting steps when remote access is not available

2. Ticket Management and Documentation

The Level 1 Technician is responsible for keeping tickets accurate, current, and useful for the rest of the team.

Responsibilities include:

• Create and update tickets with accurate details
• Document the issue, troubleshooting steps, resolution, and next actions
• Enter time consistently and accurately
• Manage assigned tickets to ensure timely follow-up
• Monitor ticket status to help prevent overdue or at-risk tickets
• Follow internal documentation standards
• Contribute to the knowledge base articles when recurring issues are identified

3. Ticket Triage and Escalation

The Level 1 Technician helps ensure the right work gets to the right person at the right time.

Responsibilities include:

• Review incoming service tickets
• Gather the information needed to understand the issue, urgency, and business impact
• Prioritize tickets based on client impact and service level expectations
• Escalate unresolved or complex issues to Level 2 or Level 3 support
• Include clear notes, screenshots, error messages, and troubleshooting steps when escalating
• Communicate internally to ensure smooth handoffs and avoid delays for the client

4. Client Communication

The Level 1 Technician keeps clients informed and helps reduce confusion or frustration during the support process.

Responsibilities include:

• Keep clients updated throughout the ticket lifecycle
• Explain technical issues in clear, simple language
• Confirm resolution when appropriate
• Set expectations for next steps
• Escalate communication concerns to the appropriate internal team member
• Represent All-Access Infotech with professionalism, patience, and ownership

5. Technical Support Tasks

The Level 1 Technician handles common technical support issues and assists with routine service desk work.

Responsibilities include:

• Support Windows workstations, Microsoft 365, email, printers, Wi-Fi, VPN, and common business applications
• Perform basic user administration tasks, including password resets, account updates, and access troubleshooting
• Assist with endpoint alerts, antivirus issues, disk space warnings, and software updates
• Follow documented procedures for common service requests
• Support project-related tasks when assigned, including workstation setup, software installation, and client onboarding activities

QualificationsRequired Skills and Experience

• Basic understanding of Windows operating systems
• Familiarity with Microsoft 365
• Basic hardware and software troubleshooting skills
• Basic understanding of networking concepts, including:
• IP addresses
• DNS
• DHCP
• Routers
• Switches
• Wi-Fi
• Strong written and verbal communication skills
• Ability to explain technical information to non-technical users
• Strong attention to detail
• Ability to follow documented procedures
• Ability to manage multiple tickets and priorities
• Willingness to learn, accept coaching, and improve over time

Preferred Skills and Experience

• Prior MSP, help desk, or customer service experience
• Experience with PSA or ticketing systems such as Autotask or ConnectWise
• Experience with documentation platforms such as IT Glue
• Experience with remote monitoring and management tools
• CompTIA A+, Network+, Microsoft Fundamentals, or similar certifications

Ideal Candidate Traits

We are looking for someone who reflects the traits of an ideal team player: humble, hungry, and smart.

Humble

You are willing to ask questions, accept feedback, admit when you do not know something, and work as part of a team.

You do not need to have every answer, but you are willing to learn and communicate honestly.

Hungry

You are motivated to learn, take ownership, keep tickets moving, and grow your technical skills.

You look for the next right action instead of waiting to be told every step.

Smart

You understand how to communicate well with clients and teammates.

You can read the situation, stay professional under pressure, and explain technical issues in a way people can understand.

Success in This Role Looks Like

A successful Level 1 Technician will consistently demonstrate the following:

• Clients receive timely and professional support
• Tickets are documented clearly and accurately
• Escalations include enough information for the next technician to act quickly
• Time entries are completed consistently
• Service level risks are identified before they become problems
• Recurring issues are identified and documented
• Technical knowledge improves over time
• The team sees this person as dependable, coachable, and helpful

About All-Access Infotech

All-Access Infotech provides managed IT services, cybersecurity, cloud services, and technology support for small and medium-sized businesses.

Our goal is to help clients operate more securely, efficiently, and confidently by delivering proactive support and a strong client experience.

We are a team-focused company that values:

• Customer obsession
• Ownership
• Continuous improvement
• Strong communication
• Doing the right thing for clients and teammates

Pay: $23.64 - $28.47 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off

Work Location: Remote