IT Support Technician - I

Job Summary

CISO Global is seeking a motivated IT Support Technician (IT Help Desk Support) to join our Secure Managed Services (MSSP) team. This is a 100% remote position supporting customers across multiple territories.

As an IT Systems Technician, you will serve as the first point of contact for inbound technical support requests and play an important role in delivering fast, professional service to our customers. This role focuses on answering incoming phone calls, triaging new tickets, and providing first-level technical support to end users.

This position is ideal for individuals who enjoy solving problems, working in a fast-paced environment, and taking ownership of issues from the moment they are reported through resolution or escalation.

Candidates based in Arizona are encouraged to apply, as this aligns well with future growth and advancement opportunities, though residency in Arizona is not required.

Key Responsibilities

Inbound Support & Ticket Triage

• Answer incoming support calls across assigned queues
• Actively monitor and work tickets in the “New” status queue
• Provide timely first response in accordance with SLA expectations
• Quickly assess issues and determine appropriate troubleshooting or escalation paths

End-User Technical Support

• Deliver Level I troubleshooting for desktops, laptops, mobile devices, and basic network connectivity issues
• Assist users with password resets, application errors, and basic system configuration
• Support Windows, Android, and macOS environments
• Provide support for Microsoft 365 applications
• Guide end users through technical solutions in a clear and professional manner

Ticket Management & Escalation

• Accurately document troubleshooting steps, updates, and resolutions in the ticketing system
• Maintain strong ticket hygiene, including correct statuses, detailed notes, and time entries
• Escalate issues to higher-tier engineers when appropriate, with clear documentation and troubleshooting details
• Communicate professionally with customers regarding ticket status, next steps, and resolution timelines

Queue Health & Proactive Support

• Review and advance open tickets during downtime to maintain queue health
• Follow up with customers to confirm resolution or gather additional information
• Identify recurring issues and communicate trends to senior engineers for long-term resolution
• Demonstrate ownership of assigned tickets and ensure issues continue moving toward resolution

Security & Tool Awareness

• Support company-standard security and management tools
• Follow documented processes and security best practices in all work performed
• Maintain awareness of potential security concerns and escalate appropriately

Qualifications

Experience

• Entry-level or early-career IT professionals are encouraged to apply
• Prior helpdesk or MSP experience is a strong plus, but not required
• Relevant education, certifications, or hands-on technical experience will also be considered

Technical Skills

• Familiarity with Windows operating systems
• Basic understanding of Microsoft 365
• Foundational knowledge of networking concepts
• Exposure to RMM tools or ticketing systems is a plus

Soft Skills

• Strong verbal and written communication skills
• Professional phone presence and customer-first mindset
• Ability to manage multiple tasks and prioritize effectively in a fast-paced support environment
• Strong attention to detail and follow-through on assigned work
• Self-motivated with a proactive approach to learning and problem solving

Certifications

Industry-related certifications are a plus but not required.

Work Environment

• Job Type: Full-time, salaried
• Schedule: Monday through Friday, 8am to 5pm - Arizona Time

Pay: $50,000.00 - $60,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Application Question(s):

• Do you live in the United States?
• Are you available to work Monday - Friday, 8am to 5pm, Arizona time?
• Do you have any MSP or MSSP experience?
• How many years experience do you have in an IT support / help desk role?

Work Location: Remote