Level 1 IT Technician

Job Purpose: The Tier 1 Help Desk Technician is a client-facing frontline support role responsible for accurately triaging, documenting, and resolving common IT issues while delivering a calm, professional, and confidence-inspiring client experience. This role prioritizes accuracy, judgment, communication, and timely escalation. Core Responsibilities · Serve as first point of contact for client support requests · Create clear and accurate tickets · Resolve Tier 1 issues or escalate promptly · Follow SOPs without deviation · Communicate professionally with clients · Avoid experimentation or guesswork · Document all actions thoroughly · Participate in on-call rotation and occasional onsite visits · Support operations and sales teams Required Skills: · Excellent written and verbal communication · Strong customer service skills · Help desk and ticketing experience · Windows and macOS fundamentals · Microsoft 365 basics · Networking fundamentals · Calm under pressure · Strong documentation habits · Strong time management habits Desirable Skills: · Self-starter · Ability to prioritize and manage several projects efficiently · Ability to explain complex information in simple, clear terms to non-IT personnel · Ability to assess each customer’s IT knowledge levels · Ability to deal with difficult callers while maintaining professional attitude What Success Looks Like: · Clients feel informed and confident · Issues are resolved or escalated cleanly · Higher tiers can follow your tickets with minimal questions · Technician respects limits and process This Role Is Not For You If: · You dislike SOPs · You avoid escalation · You struggle with communication Required Education and Experience: · High school diploma or equivalent. · 1-3 years of relevant experience Desirable, but not mandatory certifications: · CompTIA A+ · CompTIA Network+ · CompTIA Security+ · Microsoft Certified Solutions Associate (MCSA) · Microsoft Technology Associate (MTA) · Microsoft Fundamentals Job Type: Full-time Pay: $23.00 per hour Benefits: · 401(k) · Disability Insurance · Flexible Spending Account · Health Insurance · Life Insurance Schedule: Monday through Friday and on-call Work authorization: United States Additional Compensation: On-call pay (as scheduled), mileage paid for on-site travel Work Location: Irving, TX Company's website: www.technologybeyond.com Benefit Conditions: Waiting period may apply Work Remotely: Occasionally Job Type: Full-time Pay: $23.00 per hour Benefits: 401(k) Dental insurance Flexible spending account Health insurance Life insurance Paid time off Vision insurance Education: High school or equivalent (Preferred) Experience: Office 365 Exchange: 1 year (Preferred) Desktop support: 1 year (Preferred) Printer Support: 1 year (Preferred) Hosted Exchange: 1 year (Preferred) Active Directory: 1 year (Preferred) Work Location: In person