Tier 1 Technical Support Specialist
The Position We're looking for a motivated Help Desk Technician to join our team as a Tier 1 support specialist. You'll be the first point of contact for client issues, handling day-to-day helpdesk tickets, troubleshooting end-user problems, and keeping things running smoothly for our clients. You'll report directly to our Service Delivery Manager and have a clear path to grow into Tier 2 and beyond. This is a great fit for someone with 1-2 years of IT experience who is hungry to learn, comfortable talking to non-technical users, and takes pride in doing good work.
What You'll Do
Serve as the first point of contact for client support requests via phone, email, and ticketing system Troubleshoot and resolve hardware, software, and connectivity issues for end users Support Windows workstations, Microsoft 365 applications, and basic network connectivity Manage and prioritize your ticket queue, keeping clients informed and SLAs met Escalate complex issues to Tier 2 (Service Delivery Manager) with clear, thorough notes Assist with onboarding and offboarding of client users — account setup, device provisioning, etc. Document resolutions and contribute to the team knowledge base Support clients both remotely and onsite as needed What We're Looking For 1-2 years of experience in a helpdesk, desktop support, or IT support role Comfortable troubleshooting Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive) Basic understanding of networking concepts — DNS, DHCP, TCP/IP, Wi-Fi troubleshooting Strong communication skills — you'll talk to clients all day, so patience and clarity matter Ability to manage multiple open tickets and stay organized under pressure Eagerness to learn and grow in a fast-moving MSP environment Valid driver's license and reliable transportation for occasional client site visits Nice to Have Experience with an RMM tool (Syncro or similar) Familiarity with Active Directory user management CompTIA A+ or Network+ certification (or actively pursuing) MSP experience of any kind Pay: $50,000.00 - $60,000.00 per year Benefits: 401(k) matching Health insurance Paid time off Retirement plan Location: Missoula, MT 59803 (Required) Work Location: Hybrid remote in Missoula, MT 59803