The Level 1 Technician is responsible for installing, maintaining, testing, and repairing systems and networks. They utilize their technical knowledge to support IT initiatives and provide clients with first-level technical information systems support.


    • The Level 1 Technician is responsible for the following types of calls and tickets (but not limited to):
      • Creating, adding, and deleting distribution groups.
      • Performing virus and malware scans (escalating tickets for issues beyond basic removal).
      • Provisioning and supporting mobile devices.
      • Connecting devices to wireless networks.
      • Handling new user move, add, or change requests (escalating for complex installations).
      • Deactivating user accounts (with some exceptions).
      • Creating shortcuts to desktops.
      • Setting up new printers.
      • Configuring Citrix connections.
      • Providing general support for Microsoft Office software.
      • Ordering Office 365 licenses for existing clients.
      • Granting admin rights (escalating additional work resulting from rights granting).
      • Granting access to drives.
      • Assisting with password resets.
    • Performing a “Dispatch” role as necessary to respond to clients and enter support requests on their behalf.
    • Being available to answer calls in the Level 1 queue.
    • Writing documentation and procedures to improve service response for future support incidents.


    • Bachelor’s degree in Information Technology, Computer Science, or a related field.
    • Minimum of two years of experience in L1 Support.
    • Understanding of support tools, techniques, and how technology is used to provide IT service.
    • Excellent communication skills and comfort in taking phone calls.


    • Should be willing to accept a long-term work-from-home arrangement.
    • Should be amenable to a permanent night shift schedule.
Apply Now