AFScott, LLC is a managed services provider (MSP) based in Bedminster, NJ, delivering proactive, process-driven IT support to businesses across the Tri-State Area. We take a service-first approach, prioritizing client education, clear communication, and thorough documentation over transactional ticket resolution. We're a smaller, growing company, which means the person we hire won't be buried in a large org chart, they'll be close to the work, close to our clients, and close to the decisions that shape where we're headed. Role Summary As a Level 1 Technician, you'll work tickets and projects across a range of client environments, providing hands-on troubleshooting and support while talking directly with client's day to day. You'll work closely with Level 2 technicians, escalate complex issues to Level 3 as needed, and help maintain the quality and consistency of our service delivery. This role is best suited to someone with 3+ years of IT experience who's ready to take the next step — someone who wants more ownership, more client interaction. Because we are a mid-sized MSP, you'll see and hear what's actually going on in the business, the wins, the challenges, and everything in between, and have a real chance to shape how we grow. Key Responsibilities

• Work a mix of day-to-day service tickets and client projects, providing Level 1 technical support across a wide range of IT issues.
• Communicate directly with clients: talking through issues, setting expectations, and providing updates in a clear, professional way.
• Manage and resolve service tickets in Halo PSA, documenting resolutions clearly and maintaining accurate, up-to- date documentation in IT Glue.
• Assist in the configuration, deployment, and maintenance of client IT infrastructure, including networks, servers, and cloud services (Microsoft 365, Google Workspace, Azure).
• Collaborate with Level 2 technicians to diagnose and resolve escalated technical issues.
• Escalate unresolved issues to Level 3 technicians with clear documentation and preliminary findings.
• Contribute to the ongoing development of internal processes, standards, and knowledge base articles to improve team efficiency and consistency of service.
• Stay current with technologies and trends relevant to the MSP industry to provide informed recommendations to clients.
• Work primarily onsite, with occasional remote flexibility as needed. Qualifications
• 3+ years of IT experience, ideally including time in an MSP or client-facing IT support environment.
• Strong technical foundation in IT infrastructure, networking, and Microsoft-centric environments.
• Proficiency with Halo PSA (or comparable PSA platform) and IT Glue (or comparable documentation platform).
• Strong problem-solving skills and the ability to work independently as well as collaboratively.
• Clear written and verbal communication skills, with the ability to explain technical concepts to non-technical users and represent AFScott professionally in front of clients.
• Relevant certifications (CompTIA, Microsoft, Cisco, etc.) preferred.
• Genuine interest in growing with a smaller company, comfortable with the visibility and shared responsibility that comes with being part of a close-knit, growing team.

Why Join AFScott? AFScott offers a supportive, growth-oriented environment where technicians are expected and equipped to represent the AFScott brand through both technical skill and professionalism. As a growing company, we offer something a larger MSP can't: real visibility into how the business runs, a direct voice in how we improve, and room to grow as we grow. We value continuous improvement, clear documentation, and long-term client relationships over one-off ticket resolution, and we offer a competitive salary and benefits along with genuine opportunities for professional development.

Pay:

From $65,000.00 per year

Experience:

Help desk: 3 years (Required) Ability to

Commute:

Bedminster, NJ 07921 (Required)

Work Location:

In person