Proper Sky - Managed IT Services · 3 months ago
Support Desk Technician Tier 1
Abington, PA
Full-time
Hybrid
Entry Level
$45K/yr - $60K/yr
2+ years expProper Sky is a Managed IT Services company that values impactful work and professional growth. The Support Desk Technician (Tier 1) serves as the first point of contact for IT support, focusing on resolving common technical issues and providing excellent customer service while escalating more complex problems to higher-tier technicians.
Cyber SecurityInformation ServicesInformation TechnologySoftware
Responsibilities
Serve as the initial contact for incoming support requests via phone, email, and ticketing system
Assess urgency and impact of each request and ensure proper prioritization
Troubleshoot and resolve common end-user issues involving desktops, laptops, printers, mobile devices, and basic network connectivity
Provide Microsoft 365 support, including Outlook, Teams, SharePoint, and OneDrive
Perform basic account administration in Active Directory, Azure AD, and Microsoft 365
Document all work performed in the ticketing system accurately and thoroughly
Gather detailed information and troubleshooting steps before escalating issues to Tier 2 or Tier 3 technicians
Work closely with senior technicians to learn resolution processes for recurring issues
Follow established standard operating procedures (SOPs) for escalations and service delivery
Assist with basic project tasks under the direction of Project Manager or senior engineers
Perform hardware setup and deployment (workstations, peripherals, and devices)
Participate in migrations, upgrades, or other small-scale technical initiatives as assigned
Maintain accurate and up-to-date documentation in ConnectWise, Hudu, and other platforms ensuring all tickets are up-to-date and resolutions are documented
Contribute to the internal knowledge base by documenting solutions for resolved issues
Identify opportunities to improve workflows, processes, or customer satisfaction
Deliver professional, clear, and empathetic communication to clients
Provide timely updates to clients regarding ticket progress and resolution timelines
Uphold service level agreements (SLAs) and maintain a high standard of customer service
Qualification
Required
2–3 years of IT support or helpdesk experience, preferably in a Managed Services Provider (MSP) or technical support environment
Proven but basic knowledge of Microsoft 365, Windows OS, and common business applications
Demonstrated familiarity with Active Directory, Azure AD, and basic networking concepts (DNS, DHCP, VPN)
Basic understanding in troubleshooting Windows Desktop OS, Microsoft 365, networking issues (DNS, DHCP, and, VPN)
Strong verbal and written communication skills
Ability to follow instructions and escalate appropriately when needed
Eagerness to learn and grow technical skills in a fast-paced environment
Detail-oriented, organized, and committed to delivering excellent customer service
Preferred
Certifications such as CompTIA A+, Network+, Security+, are a plus
Experience with ConnectWise Manage, Automate, ScreenConnect, or similar tools preferred
Benefits
Medical, dental, vision & long-term disability insurances
Generous sick, vacation, and paid time off
SIMPLE IRA + match
Career development opportunities
Unlimited snacks & weekly paid lunches
Regular company outings
Community volunteer opportunities
Company
Proper Sky - Managed IT Services
Elevate your IT and finally get freedom to focus.
11-50 employees
H1B Sponsorship
Proper Sky - Managed IT Services has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2021 (1)
Funding
Current Stage
Early StageCompany data provided by crunchbase