IT Support Technician

About Us 

We are a rapidly growing Managed IT Services Provider (MSP) committed to delivering high-quality IT support and solutions to our clients. Our Service Desk Team plays a crucial role in keeping our clients’ business running smoothly, and we’re looking for a Service Desk Level 1 Technician to join us in providing hands-on technical assistance and exceptional customer service. 

If you’re an IT problem-solver who enjoys resolving technical issues, working directly with clients, and continuously learning new technologies, this could be the perfect opportunity for you! 

What You’ll Do 

Direct Technical Support – Assist clients with hardware, software, and network-related issues, providing hands-on troubleshooting and resolution. 

Proactive Issue Resolution – Identify and resolve common IT problems before they impact business operations. 

Customer-Focused Support – Work closely with end-users to ensure their IT needs are met with clarity and professionalism. 

Ticket Management & Follow-Ups – Track client requests, provide timely updates, and ensure a resolution-focused approach to IT support. 

System Maintenance & Updates – Assist in maintaining client IT environments by performing software updates, security patches, and routine system checks. 

Onsite Escalation Dispatch – Coordinate and participate in onsite visits when remote resolution is not possible. 

Collaboration & Team Support – Work with senior technicians, Technical Account Managers (TAMs), and the vCIO team to improve IT processes and service delivery. 

Knowledge Documentation – Maintain detailed records of solutions, troubleshooting steps, and best practices to help improve service efficiency. 

What You’ll Need 

Technical Know-How – Hands-on experience troubleshooting Windows environments, software, hardware, and networking. 

Excellent Communication – Ability to explain technical solutions to non-technical users. 

Problem-Solving Mindset – A proactive approach to IT support with a focus on quick and effective solutions. 

Attention to Detail – Strong organizational skills and ability to document processes clearly. 

Customer Service Excellence – Passion for delivering a great IT support experience and ensuring client satisfaction. 

Education & Experience – An Associate degree in IT or equivalent work experience is preferred but not required. 

 
Preferred Certifications & Training (or willingness to obtain) 

CompTIA A – IT fundamentals certification or equivalent hands-on experience. 

CompTIA Network – Networking fundamentals certification. 

Performance Expectations: 

Ticket Updates & Communication – Ensure clients receive timely updates and clear resolutions. 

Problem Resolution Efficiency – Work towards resolving IT issues as efficiently as possible. 

Customer Satisfaction – Maintain an 80% or higher client satisfaction score. 

Ongoing Learning & Certification – Stay up to date with the latest IT technologies and security practices. 

Why Join Us? 

Career Growth: – Clear advancement path to Service Desk Level 2 Technician with continued education and certification support. 

Hands-On IT Experience – Gain real-world experience with cutting-edge IT solutions and business-focused IT strategies. 

Collaborative Team Culture – Work alongside a team that values your input and encourages continuous learning. 

Meaningful Impact – Help businesses optimize their IT environments and keep their operations running smoothly.

Job Type: Full-time

Pay: $18.00 - $30.00 per hour

Expected hours: 40 – 45 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday
• On call

Experience:

• IT Support: 1 year (Preferred)

Ability to Commute:

• Wausau, WI 54401 (Required)

Ability to Relocate:

• Wausau, WI 54401: Relocate before starting work (Required)

Work Location: Hybrid remote in Wausau, WI 54401

Salary : $18 - $30