MSP IT Help Desk Technician I

Tier 1 Support Technician

Department: Support
Reports To: Tier 1 Support Lead
Location: Kirkland, WA

About Audian

Audian is a Human-First Managed Intelligence Provider headquartered in Kirkland, WA. We unify networking, communications, IT & cybersecurity, cloud architecture, and AI engineering into a single intelligent operating layer — the Intelligent Infrastructure Model™. As a long-term operating partner, we don't just maintain technology — we architect intelligent systems that drive measurable business outcomes. Our team combines deep infrastructure expertise with in-house AI engineering capabilities to help businesses operate more intelligently, more securely, and with greater confidence.

Why This Role Matters

You're the hands-on problem solver clients interact with most. You take support requests, troubleshoot issues methodically, and either resolve them or escalate them intelligently. Your role is fundamental to building client trust and reducing the volume of escalations. You're not just fixing immediate problems; you're documenting solutions so the entire team learns, improving our collective knowledge and efficiency over time.

What You'll Do

• Serve as the first point of contact for clients seeking technical assistance via phone, email, or remote desktop tools, providing professional and empathetic support
• Triage and categorize support requests, gathering comprehensive information to understand the scope and impact of each issue
• Conduct systematic troubleshooting of hardware, software, and network issues, following logical workflows and documenting findings at each step
• Log and maintain accurate records in the ticketing system with thorough documentation of troubleshooting steps, outcomes, and client interactions (ITIL Incident Management)
• Maintain clear and proactive communication with clients, providing status updates and realistic timelines for resolution
• Create and update knowledge base articles based on resolved issues, enabling faster resolution of similar problems in the future (ITIL Knowledge Management)
• Provide basic training and guidance to clients on IT systems, software applications, and best practices to prevent recurring issues
• Assist with basic hardware and software configurations, installations, and updates
• Collaborate with other IT professionals on the team to address complex issues and escalate appropriately to Tier 2 and 3
• Stay current on industry trends, emerging technologies, and best practices through continuous learning and professional development

What You Bring

Required

• Associate's degree or relevant industry experience in information technology or a related field
• Strong customer service and interpersonal skills with ability to remain patient and professional under pressure
• Basic technical troubleshooting and problem-solving skills with methodical approach to issue diagnosis
• Excellent communication skills, both written and verbal, with ability to explain technical concepts clearly to non-technical users
• Proficiency in Windows and macOS operating systems
• Familiarity with common software applications and productivity tools
• Ability to work effectively in a fast-paced, dynamic environment

Preferred

• CompTIA A+ or Microsoft Certified: Modern Desktop Technician certification
• Experience administering Microsoft 365 portals
• Troubleshooting experience with Windows Server OS (DHCP, DNS, Group Policy, Active Directory)
• Networking troubleshooting knowledge (firewall rules, VPN, VLAN troubleshooting, SD-WAN solutions)
• Familiarity with PowerShell for scripting and administration

Why Audian

• Competitive salary and benefits including health, dental, and vision coverage
• Career growth within a company that values internal promotion and rewards excellence
• Exposure to diverse client environments and cutting-edge technologies
• A Human-First culture where technology serves people, not vice versa
• Work with business-minded technologists who think strategically about infrastructure
• Mentorship from experienced senior technicians and formal training programs

Audian is an equal opportunity employer. We value diverse perspectives and are committed to building a team that reflects the communities we serve.

Job Type: Full-time

Pay: $52,000.00 - $57,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience:

• MSP (Managed Service Provider): 1 year (Required)

Work Location: Remote