Level 1 Support Technician

Attitude and customer service come first. Technical skills and tools can be taught — what matters most is genuinely enjoying helping people, staying calm under pressure, and bringing a strong work ethic. Don't have experience with the exact software listed below? Apply anyway! The one thing we really need is some prior experience in a support/helpdesk role.

📍 On-site, Kansas City | Fridays WFH, with a possible 2nd remote day based on team performance.

Responsibilities

* Be the first point of contact for client issues via phone, email, and automated alerts.
* Triage tickets: identify the problem, assess severity, and escalate when needed.
* Keep clients updated throughout the resolution process — no one likes radio silence.
* Configure and deploy new workstations; migrate data and applications.
* Troubleshoot Windows PCs, servers, and common hardware issues.
* Support Active Directory, DNS, file/folder security, print servers, and certificates.
* Monitor and troubleshoot client LAN environments.
* Assist with endpoint security (BitDefender, Blackpoint) and email management (OpenText/AppRiver).
* Document everything in IT Glue — seriously, everything.
* Perform occasional on-site visits to client locations using a company vehicle to assist with hardware, installations, or hands-on troubleshooting.

Requirements

* 6 months to 1.5 years of experience in a helpdesk or IT support role, ideally at an MSP or in a role supporting multiple clients simultaneously.
* Native English speaker — this is a deal breaker. You'll be on the phone with clients daily and need to communicate clearly and professionally at all times.
* Available to work Monday–Friday, 8 am–5 pm US Central Time.
* Proven experience communicating with customers across multiple platforms (phone, email, ticketing systems).
* Hands-on experience with RMM, PSA/ticketing, and documentation platforms (we use NinjaOne, Autotask, and IT Glue).
* Windows OS experience in Workgroup and Domain environments; ability to set up PCs and migrate data.
* Working knowledge of Office 365, Adobe, and common Windows apps.
* Endpoint security and antivirus experience (BitDefender preferred).
* Familiarity with email management platforms like OpenText (AppRiver).
* Hardware troubleshooting at the subassembly level (hard drives, power supplies, GPUs, etc.).
* Windows Server: Active Directory, DNS, file/folder security, certificates, and print servers.
* Virus removal, spam mitigation, and LAN troubleshooting.
* Valid driver's license and current auto insurance— on-site client visits are a shared team responsibility. A company vehicle is provided.