Support Desk Technician

About NextLevel IT NextLevel IT is a growing Managed Service Provider (MSP) based in Mobile, AL. We don't just fix computers; we support the people who use them. We specialize in delivering high-quality professional IT support to businesses (B2B Services), ensuring their operations run smoothly and efficiently. Our team thrives on solving technical challenges and enhancing the overall client experience.

Job Overview:

The Perfect Blend of Tech & Service We are seeking a Support Desk Technician who is a natural problem-solver with a "service-first" heart. In this role, your success is measured by two things: your ability to resolve technical issues and the professional, empathetic experience you provide the client. The ideal candidate is a self-motivated "technical translator"—someone who can solve complex networking or software issues while keeping the client calm, informed, and valued. If you have a passion for technology and a "hospitality-first" mindset, you'll thrive in our fast-paced environment.

Key Responsibilities Empathetic Troubleshooting:

Actively listen to client concerns to diagnose hardware, software, and networking issues; provide clear updates in "plain English" (no jargon).

Remote & On-Site Support:

Resolve technical issues efficiently via phone and remote tools, with occasional local travel for on-site hardware deployments.

Client Advocacy:

Identify recurring technical frustrations and recommend long-term solutions to improve the client's daily experience.

Documentation Excellence:

Create and update internal and client-facing "Knowledge Base" guides and FAQs to help users navigate their systems.

System Maintenance:

Manage IT asset inventory and ensure systems stay updated with the latest security patches and configurations.

Technical Stack Support:

Assist with the configuration and support of VoIP systems (3CX), firewalls (SonicWall), and Microsoft environments (Office 365 / Windows Server).

Requirements & Desired Skills Experience:

1-3 years of experience in setting up and troubleshooting PC/laptop hardware and Windows 10/11 operating systems.

Service Mindset:

Proven ability to handle stressful situations calmly with excellent phone etiquette and a positive attitude.

Communication:

Strong oral and written communication skills; ability to explain complex IT concepts to non-technical users.

Mobility:

Must have a valid driver's license and reliable transportation for occasional local client site visits.

Physical Ability:

Ability to lift up to 50 lbs (servers, UPS units) and perform hands-on tasks like cabling under desks or mounting equipment.

Tech Pluses:

Experience with ticketing systems (Zendesk, ManageEngine), O365 Administration, Ubiquiti products, VLANs, or Active Directory is a major plus.

Benefits & Schedule Schedule:

Standard 8-hour day shifts, Monday-Friday.

On-Call:

Rotating on-call availability required.

Benefits:

Health, Dental, Vision, and Life Insurance; 401(k) with company matching; Paid Time Off (PTO). Why Join NextLevel IT? We aren't just looking for "fixers"; we are looking for teammates. We value punctuality, a professional appearance, and a collaborative spirit. If you are a quick learner who loves solving puzzles and helping people, we want to hear from you. NextLevel IT is an Equal Opportunity Employer.

Job Type:

Full-time Pay:

$14.00 - $21.00 per hour

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Life insurance Paid time off Vision insurance

Compensation Package:

Hourly pay

Work Location:

In person