IT Support Roles (Tier I, Tier II, IT Support Engineer)
Location: On-site (limited hybrid flexibility available over time, role-dependent) Schedule: Business hours; on-call participation varies by level Employment Type: Full-time Compensation: Based on role level and experience (outlined below)
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Overview
We are hiring across multiple levels within our Service Desk and Support organization. These roles are part of a structured support ladder, designed to grow talent from entry-level support through senior technical ownership.
All roles focus on delivering reliable, professional IT support, following defined processes, meeting SLAs, and documenting work clearly. The scope, authority, and expectations increase at each level.
Candidates will be evaluated and hired into the level that best matches their experience, capability, and readiness.
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Benefits:
· 401(k)
· Health Insurance
· Paid Time Off
· Vision Insurance
· Dental Insurance
· Life Insurance
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Expectations
· Work primarily within the ticketing system
· Follow documented processes and escalation paths
· Communicate clearly with clients and internal teams
· Meet defined SLA expectations
· Document work thoroughly and accurately
· Ask questions when unsure and avoid unnecessary risk
· Contribute to knowledge base and runbook improvement over time
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IT Support Specialist I (Tier 1)
Entry-level / foundational support role
Compensation
· Hourly: $19.00–$24.00/hour (approx. $40k–$50k annually)
Role Summary
The IT Support Specialist I is the first line of technical support. This role focuses on resolving common issues, performing triage, and escalating appropriately when resolution is not possible within defined time limits.
Primary Focus
· Resolve common end-user issues
· Maintain SLA compliance
· Escalate clearly and correctly
Typical Responsibilities
· Resolve issues within defined time thresholds
· Document and escalate unresolved issues
· Perform basic AD and Microsoft 365 tasks
· Assist with endpoint and application troubleshooting
· Update tickets with clear notes and next steps
Technical Expectations
· Basic familiarity with:
o Windows and macOS
o Microsoft 365
o Active Directory
· Ability to follow runbooks and escalation processes
· Willingness to learn and improve
On-Call
· Participation is expected after approximately 6 months
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The Environment You’re Entering
· MSP environment with real-world complexity
· Clear escalation boundaries and authority
· Collaboration between Service Desk, Projects, and Alignment
· A role where ownership and experience matter
· Opportunity to meaningfully raise the technical bar
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How We Evaluate Candidates
We hire for:
· Problem-solving ability
· Communication and documentation quality
· Willingness to learn and follow process
· Technical competence appropriate to level
· Alignment with a team-first, accountability-driven culture
