Level 1 IT Support Technician (MSP Experience Preferred)

Overview: We are a growing Managed IT Services Provider (MSP) based in the Pittsburgh, PA area looking for a reliable and sharp Level 1 IT Support Technician to assist with day-to-day support operations. This role is critical to our growth. We need someone who can handle frontline support efficiently, communicate clearly with clients, and escalate issues appropriately. If you are proactive, organized, and take ownership of your work—we want to work with you. ⸻ Responsibilities: • Provide Level 1 remote support for end users (Windows, basic Mac support) • Handle ticket intake, triage, and resolution through our ticketing system • Troubleshoot common issues: • Password resets • Microsoft 365 (Outlook, Teams, OneDrive) • Printer issues • Basic networking (connectivity, WiFi troubleshooting) • Install and configure software applications • Assist with onboarding/offboarding users • Document issues, resolutions, and client environments • Escalate complex issues to Level 2/3 as needed • Follow SOPs and contribute to improving documentation ⸻ Required Skills: • Strong communication skills (clear written and spoken English) • Experience with: • Microsoft 365 Admin Center • Windows 10/11 support • Basic networking (IP, DNS, DHCP fundamentals) • Ability to follow processes and stay organized • Reliable internet connection and availability during business hours ⸻ Preferred (Nice to Have): • MSP experience (this is a big plus) • Familiarity with RMM tools (Datto, Ninja, Kaseya, etc.) • Experience with ticketing systems (Zoho Desk, Jira, etc.) • Basic understanding of cybersecurity best practices • Experience with Apple/Mac environments ⸻ Work Expectations: • Availability during Eastern Time business hours (9 AM – 5 PM) • Daily communication and updates on tickets • Ability to follow defined processes and checklists • Willingness to learn and improve continuously ⸻ How to Apply: Please include: 1. A brief summary of your experience with IT support 2. Your experience working in an MSP (if any) 3. Tools and platforms you’ve used 4. Your availability (hours per day/week) 5. Example of a common issue you’ve resolved and how you handled it ⸻ Important: We are looking for someone long-term. Reliability, communication, and ownership matter more than just technical skill. If you are someone who takes pride in doing things the right way and wants to grow with a company—this is a great opportunity.