Job Overview:

Are you ready to kickstart your IT career as our next Technical Support Technician I? ‘

In this exciting role, you will provide first-level technical support, handling routine service requests, basic troubleshooting, onboarding tasks, software deployments, and documentation updates. You’ll work closely with our Partner Success Coordinator and senior technical staff as the vital first technical escalation after intake. If you have experience in an MSP, helpdesk, IT internship, or entry-level systems administration, your strong customer service skills and desire to grow into a Tier 2 technician role will make you a perfect fit for our team!

Schedule:

• Monday - Friday, 8:00 AM - 5:00 PM Petoskey, MI Time

Responsibilities:

User Support & Service Request Management

• Provide first-level support for password resets, account lockouts, and MFA enrollment and troubleshooting
• Troubleshoot Outlook, email, Teams, basic networking issues, and VPN connectivity
• Handle software installation and configuration, new device setup, and equipment deployment
• Manage standard requests including new user onboarding, user offboarding, and basic workstation refreshes
• Administer shared mailbox creation, distribution group updates, license assignment, and mailbox permissions

Documentation, Monitoring, & Platform Maintenance

• Maintain accurate documentation and client records within Hudu, HaloPSA, and Microsoft 365
• Update passwords, record system information, and maintain current asset information
• Document troubleshooting performed and update system logs consistently
• Review and respond to endpoint alerts, security alerts, backup alerts, and monitoring notifications
• Follow established SOPs and escalate alerts appropriately when required

Customer Communication & Strategic Escalation

• Provide professional communication through email, phone, Teams meetings, and ticket updates
• Gather missing information from users, set clear expectations, and follow up regularly
• Confirm issue resolution with users before closing tickets
• Recognize when to escalate server issues, advanced networking problems, and security incidents
• Escalate complex Microsoft 365 issues, Azure/Entra administration, line-of-business applications, and projects or migrations (knowing when to escalate is considered a strength—not a weakness)

Requirements:

• Preferred experience with Windows 10/11, Microsoft 365, Outlook, and Microsoft Teams
• Foundation in Active Directory, Entra ID (Azure AD), and basic networking concepts
• Familiarity with remote support tools and ticketing systems
• Bonus experience with MSP environments, HaloPSA, NinjaOne, and Hudu
• Advantageous knowledge of Microsoft Intune, Duo MFA, SharePoint Online, and DNS concepts
• Ability to communicate clearly, take ownership, and stay highly organized
• Passion for helping people and a strong ability to follow documented processes
• Dependable, coachable, quick learner who works well remotely

What Success Looks Like

Within 30 Days

• Learn NTS systems and workflows
• Handle basic service requests independently
• Maintain accurate ticket documentation
• Follow escalation procedures

Within 90 Days

• Independently manage a personal ticket queue
• Complete onboarding and offboarding requests
• Resolve most routine support requests without assistance
• Contribute to documentation improvements

Within 12 Months

• Progress toward Tier II responsibilities
• Handle more advanced troubleshooting
• Own client relationships for assigned accounts
• Assist with small projects and implementations