What are the responsibilities and job description for the Tier 1 Technical Support Specialist position at Auditmacs?
THIS IS A HYBRID OFFICE/REMOTE ROLE.
We are looking for a Tier 1 Technical Support Specialist to provide first-level IT support for our employees and clients.
This role involves troubleshooting common IT issues, managing IT Service Request tickets, and supporting cloud-based services.
The ideal candidate has strong problem-solving skills, excellent customer service, and a willingness to grow in a fast-paced IT consulting environment.
You will be home-based, with an alternating rotation between our 2 Jax offices.
ROLE AND RESPONSIBILITIES
- Act as the first point of contact for technical support requests via IT Service Request Tickets, phone, and email.
- Diagnose and resolve basic hardware, software, and network issues.
- Support Office 365 applications (Teams, Outlook, OneDrive, SharePoint, etc.).
- Assist with Cloud account setup, permissions, and basic troubleshooting.
- Perform user account management (password resets, access provisioning) in Active Directory and Azure AD.
- Escalate complex issues to Tier 2/3 and document solutions in ITSM system.
- Provide end-user training on common IT tools and best practices.
- Follow IT security policies and ensure compliance with company standards.
REQUIRED QUALIFICATIONS
- Associate’s degree in IT or related field (or equivalent experience).
- 2 years of IT support experience, preferably in a corporate or consulting environment.
- Experience with ITSM tools for IT requests.
- Knowledge of Office 365 administration and troubleshooting.
- Basic understanding of Cloud services and cloud environments.
- Strong customer service and communication skills.
- Ability to work independently and in a team-oriented environment.
PREFERRED QUALIFICATIONS
- CompTIA A , ITIL Foundation, or Cloud Practitioner certification.
- Experience with Active Directory and Azure AD.
- Familiarity with networking concepts (VPNs, IP addressing, firewalls).
- Familiarity with MDM solutions for remote support.
- Exposure to scripting (PowerShell, Bash) for IT automation.
WORKING CONDITIONS
- Hybrid office/remote role.
- Position requires almost exclusive work using a telephone and computer
- Acceptable eyesight (with or without correction)
- Acceptable hearing (with or without correction)
- Ability to professionally communicate both orally and in writing
- Ability to lift up to 50 lbs
ADDITIONAL REQUIREMENTS
- This position interfaces daily with sensitive client data.
- Drug screening and background checks required for all candidates.
- Evidence of certifications will be expected.
CORPORATE BENEFITS
- Medical
- Dental
- Vision
- Flexible Spending Accounts (FSAs)
- Retirement/401K plans
- Employer provided-Life Insurance as well as Voluntary Life Insurance
- Short Term Disability (STD) and Long Term Disability (LTD)
- Tuition Reimbursement
Some benefits are immediately available while some are available after an approx. 30-day period.
Job Type: Full-time
Pay: $45,000.00 - $55,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Parental leave
- Tuition reimbursement
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
- On call
- Weekdays
Work Location: Hybrid remote in Jacksonville, FL 32258
Salary : $45,000 - $55,000