IT Level 1 Technician

Position Overview:

The IT Level 1 Technician is an entry- to early-career role (1–3 years of experience) responsible for providing first-line technical support to the Sund team, including leadership and Technical Account Managers (TAMs). This position answers help desk requests, performs basic troubleshooting, and triages incoming issues, escalating more complex problems to higher-level support when necessary. Responsibilities include assisting with common user issues, managing system access, and supporting internal and client platforms to keep daily operations running smoothly. This role offers the opportunity to develop foundational IT skills in a fast-paced, team-oriented environment while delivering timely and effective support.

Key Responsibilities

Team Support

• Provide first-level technical support to Sund team members, including leadership and Technical Account Managers (TAMs).
• Respond to and manage incoming help desk requests using AutoTask (Kaseya) ticketing system.
• Accurately log, track, update, and close tickets while maintaining clear communication with users.
• Escalate issues appropriately to Level 2/3 support or TAMs when needed.
• Collaborate with team members and follow direction from the COO, TAMs, or assigned project leads.
• Support daily team operations and contribute to overall efficiency.

Ticketing & Issue Management

• Monitor the AutoTask (Kaseya) system for new tickets, alerts, and service requests.
• Perform initial triage of all incoming work to determine priority, impact, and next steps.
• Resolve common Level 1 issues (e.g., password resets, basic connectivity, user access).
• Ensure timely updates and proper documentation within all tickets.

Technical Support & Troubleshooting

• Provide basic troubleshooting for hardware, software, and user-related issues.
• Assist with user account setup, access requests, and system onboarding.
• Support internal systems and client environments under guidance from TAMs.
• Assist with setup and basic configuration of devices (e.g., laptops, phones) and applications (e.g., RingCentral).
• Help maintain and organize administrative portals and documentation (e.g., Datto, SonicWall, other platforms).

Monitoring & Maintenance

• Assist with routine system checks and monitoring tasks as assigned.
• Support security and system tools (e.g., reviewing scan outputs) under supervision.
• Report findings or irregularities to senior team members.

Documentation & Knowledge Sharing

• Maintain accurate and up-to-date ticket notes, documentation, and system records.
• Follow standard operating procedures and contribute to knowledge base updates.
• Document repeat issues and solutions to improve response efficiency.

Qualifications

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, or related field (or equivalent experience).
• 1–3 years of IT support or help desk experience (or relevant internship experience).
• Experience with or exposure to a ticketing system (AutoTask/Kaseya preferred).
• Basic understanding of IT concepts, including:
• Windows OS and Microsoft 365
• User account management
• Networking fundamentals (Wi-Fi, VPN, connectivity)
• Strong organizational and time management skills with the ability to handle multiple tickets.
• Good communication skills with the ability to support non-technical users.
• Willingness to learn, take direction, and grow within the IT field.

Physical and Work Environment Requirements:

Physical Demands: This role may require periodic lifting of equipment and materials (up to 30 pounds), setting up client environments, and assisting with installations or on-site assessments. Reasonable accommodation can be provided for individuals with disabilities.

Work Environment: Work will primarily be performed in an office setting, but may also include client sites, which can vary in the environment, including data centers, office buildings, and industrial locations. Employees should be prepared for varying work conditions at client locations.

Personal Attributes:

Communication Skills (Written & Verbal): Exceptional communication skills, both written and verbal, are preferred to effectively collaborate with cross-functional teams, articulate ideas clearly, and present complex information in an accessible manner to both technical and non-technical stakeholders. Strong listening and feedback abilities are key to fostering a collaborative work environment and maintaining open, transparent channels of communication.

Cross-Cultural or Cross-Departmental Collaboration: Ability to collaborate seamlessly across teams and departments in a fast-paced, dynamic environment. Strong interpersonal skills are valued to build relationships and work effectively with colleagues, clients, and stakeholders from diverse backgrounds and perspectives.

· Alignment with Company Mission and Values: Demonstrates a strong commitment to living out the company’s mission and values. Ideal candidates should show a passion for Sund Technologies mission, e.g., innovation, sustainability, community engagement], and be able to align their work with the broader goals of the organization, ensuring their contributions drive the company’s purpose forward.

Emotional Intelligence (EQ) & Empathy: Preferred candidates will have a high level of emotional intelligence (EQ) and empathy, enabling them to understand and manage their emotions, as well as the emotions of others. This helps in building strong team dynamics, resolving conflicts constructively, and fostering an inclusive and supportive workplace culture. (EQi – Emotional Quotient Inventory, EQ 360) Components: Self-Awareness, Self-Regulation, Motivation, Empathy, Social Skills.

Adaptability and Growth Mindset: Ability to adapt to evolving priorities and rapidly changing business environments. A growth mindset is essential for staying open to feedback, continuously learning, and actively seeking opportunities to contribute to both personal and organizational development.

Problem-Solving & Critical Thinking: Strong problem-solving skills and the ability to think critically are preferred. The ideal candidate should be proactive in identifying challenges, proposing innovative solutions, and taking ownership of complex issues while keeping the broader mission and company objectives in mind.

Leadership by Example: While formal leadership experience may not be required, we highly value individuals who lead by example. Preferred candidates should exhibit integrity, responsibility, and a strong work ethic while motivating others to reach their full potential and contribute to achieving team and organizational goals.

Customer-Centric Mindset: Preferred candidates should demonstrate a customer-first approach in all aspects of their work, ensuring that decisions and actions reflect an understanding of customer needs and an unwavering commitment to delivering exceptional service or products that align with the company’s mission.

Accountability and Ownership: We seek individuals who take ownership of their work and are accountable for their actions. Candidates should be able to set and achieve individual and team goals, consistently delivering results that align with company objectives and contribute to long-term success

Comprehensive Benefits Package: competitive benefits package, including medical insurance, paid holidays, PTO, 401k, and bonuses. We are committed to providing a supportive and rewarding work environment for our employees.

Collaborative Culture: Join a supportive, dynamic team where your contributions will have a significant impact and help shape Sund Technologies.

Salary: Commensurate with experience

Industries: Power Generation, Insurance, Finance, Law, Healthcare, Home Services, Agribusiness

Job Type: Full-time

Benefits:

• 401(k)
• Health insurance
• Paid time off

Compensation Package:

• Monthly bonus
• Performance bonus
• Yearly pay

Ability to Relocate:

• Avon, CT 06001: Relocate before starting work (Required)

Work Location: In person