Level 1 Support Technician

' is not beneath you here — it's literally step one... We're looking for a Tier 1 Help Desk Specialist who combines a great attitude with a genuine passion for helping people. This is an entry-level role with constant client interaction, supporting small to mid-sized businesses and keeping their technology running smoothly.

They are a growing Managed Services Provider known for their responsive, people-first approach to IT support. Their clients count on them not just for technical fixes, but for a team that communicates clearly and treats every issue with care. 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

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). ). 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.