IT Technician – Level 1

The IT Technician is a critical component of the ACCi service offering. The Level 1 IT Technician is responsible for responding to and resolving first level end-user service requests.  Timely resolution and client satisfaction are the top priorities of this position.  A pleasant phone demeanor and the ability to quickly troubleshoot problems, identify the issue, and implement solutions that resolve the issue are the primary requirements for this job.

Essential Duties and Responsibilities:

  • Answer incoming phone calls to the help desk with a pleasant greeting and a true desire to serve
  • Create and work service tickets in ConnectWise tracking all status updates
  • Follow troubleshooting best practices to determine the root cause of the issue
  • Resolve issues in a timely manner with proper communication back to the client and team
  • Review the status of all assigned open tickets at the end of each day and follow-up on past due tickets for resolution
  • Utilize remote access tools
  • Onsite support & remediation when required
  • Client email configuration, support & troubleshooting for workstations and mobile devices
  • Escalate tickets to Level 2 support after 45 minutes with no clear path to resolution
  • Review email alerts, event logs & monitored boards for reactive actionable items
  • Assist Level 2/3 engineers with information gathering, analysis, and various project tasks
  • Perform common administrative tasks (i.e. setup new users, password resets, install software, printer management, email issues, etc.)
  • Prepare new machines for onsite delivery & configuration
  • Responsible for entering time and expenses in PSA tool as it occurs
  • Should possess or working towards industry certifications of CompTIA A+ and Network+
  • After-hours on-call support for clients and internal as scheduled on rotating basis
  • Complete assigned training and blueprints on ConnectWise University
  • Complete training assignments on selected tools and technologies
  • Malware cleanup & remediation
  • Basic computer and operating system knowledge
  • Basic understanding of business applications, printing systems, and network systems
  • Basic network connectivity support & troubleshooting
  • Basic knowledge of Active Directory users & computers


Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Client focus to achieve goals
  • The ability to complete an assigned task in a safe manner and in a constant state of alertness
  • The ability to get along with co-workers, customers and other employees
  • Upholds company policies, including the prevention of harassment
  • Regular and predictable attendance
  • Maintain current certifications and achieve new certifications as requested
  • Interpersonal skills: telephony skills, communication skills, active listening, and client care
  • Excellent verbal communications – listens & repeats back for clarification
  • Communicates in an understanding & clear manner, adapts tone & style to the individual
  • Ability to interact with business decision makers and to ease any client concerns
  • Ability to work independently on projects and as part of a team with effective internal communications
  • Self-motivated with the ability to work in a fast-moving environment
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • Typing skills to ensure quick and accurate entry of service request details
  • Pride in workmanship & solutions delivered


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