What are the responsibilities and job description for the Tier 1 IT Support Technician position at Big U Computers, LLC?
Overview
Big U Computers is growing, and we’re looking for a customer-focused, tech-savvy Tier 1 IT Support Technician to join our team. In this role, you’ll be the first line of support for our clients—resolving day-to-day IT issues, documenting fixes, and ensuring a smooth, professional support experience. You’ll work closely with the Technical Lead to escalate more complex issues and support projects as needed.
Key Responsibilities:
- Respond to and resolve help desk tickets via phone, email, or RMM/PSA system
- Troubleshoot hardware and software issues on desktops, laptops, printers, mobile devices, etc.
- Support Microsoft 365 apps, user accounts, password resets, Outlook issues, etc.
- Set up and configure new workstations, user accounts, and basic networking equipment
- Perform routine maintenance tasks like patching, AV updates, and backup checks
- Document issue resolutions, client environments, and system changes in IT Glue or equivalent
- Monitor alerts from RMM tools and take action or escalate when needed
- Deliver excellent customer service and clear communication throughout support interactions
- Assist with onboarding/offboarding tasks for new employees at client sites
- Support occasional on-site work for hardware swaps, network setup, or troubleshooting
Qualifications:
- 1–2 years of IT support experience in a help desk or MSP environment (preferred)
- Familiarity with Windows 10/11, Microsoft 365, basic networking, remote access tools
- Basic knowledge of firewalls, antivirus/EDR, and backup systems
- Experience with RMM tools (e.g., Datto, Ninja, Syncro) and PSA systems a plus
- Strong communication and organizational skills
- Eagerness to learn, take initiative, and grow with the company
- Valid driver's license and ability to travel locally if needed
Bonus Skills:
- CompTIA A , Network , or other certifications
- Experience with Microsoft Azure, Active Directory, or PowerShell
- Familiarity with HIPAA, NIST, or cybersecurity best practices
What You Get:
- Opportunity to grow with a rapidly expanding MSP
- Hands-on experience across a broad range of tools, tech, and environments
- Mentorship and career development from senior engineers
- Exposure to real-world projects and client relationships
- Flexible schedule with remote work options
Job Type: Part-time
Pay: From $15.00 per hour
Expected hours: 20 per week
Schedule:
- Monday to Friday
Ability to Commute:
- Danville, PA 17821 (Required)
Ability to Relocate:
- Danville, PA 17821: Relocate before starting work (Preferred)
Work Location: Hybrid remote in Danville, PA 17821
Salary : $15