Job Description
MSP Level 1 Technician
FRC - 3.2
Erie, PA Job Details Full-time $40,000 - $50,000 a year 18 hours ago Qualifications ConnectWise Customer communication Network troubleshooting Driver's License Email configuration (technical support) Productivity software support Computer hardware Desktop (troubleshooting support) Desktop applications Productivity software Desktop administration Active Directory management Ticketing system technical support Full Job Description Job Summary The MSP Field Technician I serves as a primary point of contact for multiple client organizations, providing first- and second-level technical support across a wide range of IT systems and environments. This role is responsible for troubleshooting, resolving, and escalating IT issues while proactively maintaining systems to minimize downtime. The technician will work both independently and collaboratively within a team-based MSP environment, delivering professional, timely, and customer-focused IT services. Primary Responsibilities Service Desk & Ticket Management Monitor and regularly check the IT Service Management (ITSM) / ticketing system. Accurately document, prioritize, and resolve support tickets within established Service Level Agreements (SLAs). Escalate complex issues appropriately while maintaining ownership and communication with clients. Technical Support & Troubleshooting Provide remote and on-site support for hardware, software, network, and peripheral issues. Support desktop operating systems, productivity software, email systems, and line-of-business applications. Diagnose and resolve issues related to user accounts, permissions, security, and connectivity. Hardware & Deployment Support Coordinate with other IT staff to plan, deploy, and configure new hardware and equipment. Perform workstation setup, imaging, upgrades, replacements, and decommissioning. Maintain accurate inventory records of client hardware and IT assets. System Maintenance & Preventative Care Perform routine system maintenance, updates, and patching across client environments. Identify potential issues proactively and recommend corrective or preventative solutions. Assist with backups, endpoint protection, and basic security best practices. Client Training & Communication Effectively train end users on supported software, tools, and basic IT best practices. Provide clear, professional communication to both technical and non-technical users. Set appropriate expectations regarding resolution times and service scope. Help Desk Operations Answer help desk calls, emails, and service requests in a courteous and professional manner. Work collaboratively with team members to resolve issues as efficiently as possible. Maintain a customer-service-oriented mindset at all times. On-Site & Travel Support Travel to client locations using the same or similar systems to provide on-site support as needed. Deliver services in accordance with contracted agreements and MSP standards. Projects & Special Assignments Assist supervisors and senior engineers with special projects, rollouts, and client initiatives. Participate in technology refreshes, migrations, and onboarding of new clients. Professional Conduct & Team Contribution Make a positive contribution to team morale and company culture. Interact with co-workers, clients, and vendors in a professional, ethical, and respectful manner. Represent the MSP in a positive and professional image at all times. Time Management & Accountability Demonstrate appropriate and efficient use of time during work hours. Accurately track time spent on tickets, projects, and client work. Use leave time responsibly and in accordance with company policy. Training & Professional Development Maintain compliance with all mandatory training requirements. Complete required in-service training hours and certifications as defined by the MSP. Perform other job-related duties as assigned Required Skills/Abilities Strong customer service and communication skills Working knowledge of Windows and/or macOS environments Familiarity with Microsoft 365, Active Directory, and basic networking concepts Ability to troubleshoot hardware, software, and connectivity issues Strong organizational and documentation skills Ability to manage multiple tasks and prioritize effectively in a fast-paced environment ConnectWise, RMM, and PSA Experience Ability to travel to client locations. Valid driver's license required. Associate's degree in information technology, computer science, or related field or equivalent work experience Certifications in CompTIA A+, CompTIA Network+, Microsoft Fundamentals (MS-900, AZ-900), and/or ITIL Foundations preferred but not required. Preferred Qualifications BS/BA Degree in business or other related field and 5 years of experience Associate Degree in related field and 6+ years of experience and/or training OR 5+ years of experience and/or training, OR Previous government contracting/IT sales experience Physical Requirements Prolonged periods of sitting at a desk and working on a computer Must be able to lift 15 pounds at times
