IT Support Technician ( Tier 1)

Gophermods

  • Minneapolis, MN
  • Permanent
  • Full-time
  • 1 month ago
We're a new and ambitious Managed Service Provider dedicated to delivering proactive, strategic, and best-in-class IT support to small and medium-sized businesses in the Minneapolis-St. Paul area. We are founded on the principle of being a true technology partner to our clients, helping them leverage IT to achieve their business goals. We are building a team of passionate, skilled, and client-focused professionals to grow with us from the ground up.Position Overview:We are looking for an enthusiastic and customer-focused IT Support Technician to be the first point of contact for our clients. As a Tier 1 Technician, you are the face of our company, responsible for providing timely and friendly technical assistance. Your primary goal is to resolve frontline support requests efficiently while maintaining detailed records in our ticketing system. This is an excellent opportunity for someone looking to grow their IT career in a dynamic and supportive environment.Key Responsibilities:
  • Act as the initial point of contact for all client support requests via phone, email, and our ticketing portal.
  • Provide frontline troubleshooting for issues related to desktops, laptops, printers, mobile devices, and common software applications.
  • Create, manage, and escalate tickets accurately within ConnectWise Manage (PSA).
  • Perform user account administration, including password resets and new user setups in Microsoft 365 and Active Directory.
  • Deploy and troubleshoot endpoint security software, including BitDefender and SentinelOne.
  • Assist users with email security issues, including managing quarantined messages in ProofPoint.
  • Monitor client backups using Acronis CyberProtect and report any failures.
  • Utilize ConnectWise ScreenConnect to provide remote assistance to end-users.
  • Install, configure, and update software on client workstations.
  • Document all work performed and contribute to our internal knowledge base.
  • Escalate unresolved issues to Tier 2/3 support with clear and concise notes.
Required Skills and Qualifications:
  • 1-2 years of experience in a help desk or technical support role.
  • Strong knowledge of Windows 10/11 and Microsoft Office applications.
  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP).
  • Excellent customer service and communication skills, with a patient and professional demeanor.
  • A strong desire to learn new technologies and a passion for helping people.
  • Ability to work independently and manage time effectively in a fast-paced environment.
Preferred Qualifications (Bonus Points):
  • Experience working for a Managed Service Provider (MSP).
  • Familiarity with a PSA/ticketing system, especially ConnectWise Manage.
  • Hands-on experience with Microsoft 365 user administration.
  • Exposure to security tools like BitDefender, SentinelOne, or ProofPoint.
  • Basic knowledge of Acronis or other backup software.
  • CompTIA A+ or other entry-level IT certification
Benefits
  • Health – medical, dental, vision (50 % employer-paid)
  • Time Off – 2 weeks paid PTO + 2 weeks unpaid option
  • Disability – short & long-term coverage included
  • Growth – internal promotions and leadership training opportunities

Gophermods