What are the responsibilities and job description for the Tier 1 Technical Support position at Techlocity?
About Techlocity
Techlocity is an employee-owned (ESOP) Managed Services Provider (MSP) delivering IT solutions to over 70 small businesses. We specialize in managed IT services, cloud solutions, cybersecurity, networking, VoIP, and more. Our team is built on customer
service, technical expertise, and a culture of collaboration.
We believe that IT isn’t just about fixing problems—it’s about proactive
solutions that keep businesses running efficiently. If you’re passionate
about IT support and want to grow with a company that values its
employees, we’d love to meet you.
Job Summary
As a Tier 1 Help Desk Technician, you’ll be the first point of contact for our clients, handling phone calls and tickets related to IT issues. You’ll troubleshoot
workstations, Microsoft 365, basic networking, and security software,
ensuring that issues are resolved quickly or escalated appropriately.
This
role is ideal for someone who enjoys solving IT problems, working with a
team, and providing excellent customer service. You’ll gain hands-on
experience with a variety of technologies while supporting a diverse
client base.
Key Responsibilities
- Answer incoming support calls and manage tickets through our PSA system (ConnectWise Manage).
- Troubleshoot Windows and Mac OS issues, including software installations, performance problems, and updates.
- Support Microsoft 365 environments, assisting with account setup, email troubleshooting, and user management.
- Diagnose basic networking issues (connectivity problems, VPN setups, DNS, DHCP).
- Assist with endpoint security tools (Sophos, antivirus, and patch management).
- Perform initial troubleshooting of VoIP systems (3CX, RingCentral) and escalate complex issues.
- Follow proper escalation procedures for more advanced problems requiring Tier 2 or Tier 3 support.
- Maintain detailed documentation of troubleshooting steps and resolutions in ticketing software.
- Work within an MSP environment, balancing multiple client requests efficiently.
Requirements & Qualifications
- Previous Help Desk experience (1 years preferred).
- Strong understanding of Windows OS, Microsoft 365, and basic networking.
- Experience with troubleshooting workstations, printers, and remote desktop setups.
- Excellent communication and customer service skills.
- Ability to multitask and work in a fast-paced, team-based environment.
- Willingness to learn and grow within the MSP industry.
Preferred Qualifications (Bonus Skills)
- Certifications such as CompTIA Network , Security , Microsoft (MCSA, AZ-900), or Cisco (CCNA).
- Exposure to VoIP systems and troubleshooting (3CX, RingCentral, etc.).
- Experience working with virtualization platforms (VMware, Hyper-V).
- Familiarity with MSP tools like Datto, Sophos, and ConnectWise Manage.
Why Join Techlocity?
- Employee-Owned Company (ESOP) – Be part of a company that invests in its team.
- Comprehensive Benefits – Health, Dental, and Vision coverage.
- 401(k) with Company Match – Plan for your future with employer contributions.
- Paid Time Off – PTO starts after 30 days, plus floating holidays.
- Career Growth Opportunities – Gain experience with cutting-edge technologies and training.
- Hybrid Work Model – Work remotely while maintaining in-office collaboration two days per week.
How to Apply
If you’re looking for a dynamic MSP environment with growth potential, we want to hear from you. Apply now by emailing your application to applications@techlocity.com
Job Type: Full-time
Pay: $18.00 - $22.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Technical support: 1 year (Required)
- Help desk: 1 year (Preferred)
Work Location: Hybrid remote in Indianapolis, IN 46202
Salary : $18 - $22