Support Technician I (L1 – MSP)

Location: Hybrid (MD / VA / DC Area)

Employment Type: Full-Time | Non-Exempt

Salary: $45,000 – $55,000

Department: Service

Reports To: Service Manager

Position Overview

We are seeking a Support Technician I with prior MSP experience to serve as the first point of contact for client technical support needs. This role delivers responsive, professional IT assistance to ensure client systems remain secure, stable, and fully operational. This is an excellent opportunity for someone looking to grow within a structured Managed Services environment.

Work Schedule & Logistics

Hybrid Schedule:

• First 30 days: 100% onsite
• After 30 days: 1 day/week work-from-home
• After 60 days: 2 days/week work-from-home
• After 90 days: 3 days/week work-from-home

On-Call Rotation:

• One week every six weeks
• Overtime eligible for on-call hours

Travel Requirements:

• Valid driver’s license required
• Reliable personal transportation required
• Travel to client sites throughout Maryland, Virginia, and DC area (as needed)
• Mileage reimbursement provided

Key Responsibilities

Technical Support

• Provide first-level support via phone, email, and remote tools
• Troubleshoot hardware, software, and network issues
• Perform software installations, updates, and configurations
• Provide onsite support when remote resolution is not possible
• Self-dispatch and prioritize service tickets
• Manage tickets through full lifecycle to resolution
• Escalate complex issues appropriately

Network & Systems Support

• Assist with connectivity, VPN, and wireless troubleshooting
• Support Windows 10/11 and Windows Server environments
• Support Microsoft 365, Active Directory, and Entra ID (Azure AD)
• Utilize monitoring tools to proactively address system alerts

Documentation & Client Communication

• Maintain accurate and detailed ticket documentation
• Contribute to internal knowledge base
• Communicate clearly and professionally with clients
• Provide basic end-user guidance and training

Qualifications

Required

• MSP experience
• High School Diploma or GED
• Valid driver’s license
• Reliable transportation

Preferred

• A+ and/or Network+ certifications
• Prior IT support experience

Technical Knowledge

Working knowledge of:

• Windows operating systems
• Microsoft 365
• Active Directory
• Networking fundamentals
• Business applications and printing systems

Skills & Attributes

• Strong troubleshooting and diagnostic skills
• Excellent verbal and written communication
• Ability to multitask in a fast-paced environment
• Team-oriented mindset
• Strong documentation discipline
• Self-motivated and detail-oriented

Continuing Education

• A+ certification required within one year if not already obtained
• Ongoing technical training provided
• Additional certifications may be required based on business needs

Work Environment

• Primarily office-based with prolonged sitting
• Occasional lifting up to 20 pounds
• Moderate noise environment
• Onsite client visits as required
• Overtime and on-call rotation based on business needs