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Tier 1 Technician
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Johnson Business Technology Solutions, Inc.
Brentwood, TN (In Person)
$45,749 Salary, Full-Time
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Job Description
A growing managed services technical company is seeking an entry-level Tier 1 Tech Support Technician to support multiple business clients in a fast-paced, service-focused environment. This role is client-facing and ticket-driven, with opportunities to build skills in Microsoft cloud, networking, and security while working alongside Tier 2/3 engineers. What You'll Do (Primary Responsibilities)
- Provide first-line remote and phone support for end-user computer and communication systems (Windows and macOS).
- Answer inbound support calls, triage requests, and create/update tickets with clear, complete documentation.
- Troubleshoot and resolve common Tier 1 issues (accounts/passwords/MFA, email access, printing/peripherals, basic connectivity, and Microsoft 365 "how-to" requests).
- Remotely assist customers using approved remote support tools while maintaining professionalism and security best practices.
- Escalate incidents and service requests to Tier 2/Tier 3 with thorough troubleshooting notes, logs, and reproduction steps.
- Assist with onboarding/offboarding tasks (account setup, access changes, device preparation) under direction.
- Contribute to documentation and knowledge base articles; follow standard operating procedures.
- Assist with other technical and non-technical duties as directed. Position Information
Job Type:
Full-TimeCompensation Range:
$40,000 - $55,000 (DOE)- Health and dental for the employee paid for by the employer (after 90-day probationary period)
- Two weeks paid vacation per year (accrual starts monthly after 90-day probationary period)
Pre-employement:
Background check, education verification, and drug testing required Required Experience / Qualifications- Technical aptitude and a strong interest in learning IT support in an MSP environment
- High School Diploma (or equivalent)
- Strong customer service mindset with clear, professional phone and email communication
- Ability and desire to learn rapidly and consistently
- Competent with computers and an office/landline phone system
- Dependable and on-time attendance Preferred Experience / Education / Certification
- 1+ year of professional IT support experience (help desk, desktop support, or MSP)
- Associate degree in technology (or equivalent hands-on experience)
- Working knowledge of Microsoft Windows 10 and Windows 11
- Working knowledge of macOS
- Certifications (preferred, not required): CompTIA A+, Network+, and/or Security+
- General PC hardware and software principles Other Requirements
- Dependable transportation with insurance (required)
- Local travel might be required
- Some long-distance travel might be required Technology Exposure (MSP Environment)Operating Systems / Platforms
- Microsoft Windows Server
- Microsoft Windows desktop
- macOS
- Linux (basic exposure)
- VMware
- Microsoft Hyper-V Networking / Hardware / Security
- HP, Dell, Cisco, and other switches
- FortiGate/Fortinet, SonicWall, and other firewalls
- IP networking fundamentals (DHCP/DNS/VLAN concepts)
- Network security products and best practices Other Technologies
- Active Directory
- Microsoft Exchange / Microsoft 365 (Exchange Online, Teams, SharePoint/OneDrive)
- Microsoft Azure and Entra ID
- Microsoft SQL (basic exposure)
- Cisco and other VoIP technologies
- Virtualization technologies
- Content and spam filtering