MSP Helpdesk Technician -- Tier 1 IT Support / Career Starter Role

Job Description

Job Description

Tier 1 Technician

(A.K.A. The First Voice Our Clients Hear When Things Go Sideways)

Job Summary

At INC Systems, we’ve been helping businesses and non-profits wrangle their technology since 2004. We’re a Managed Service Provider (MSP), but our real differentiator isn’t the tech. It’s the people. We put humans first, technology second, and somehow that math keeps working out.

We’re looking for a Tier 1 Technician. The first responder. The friendly voice on the phone when something’s broken and someone’s frustrated. The person who can take a panicked “my email isn’t working!” call and turn it into a calm, solved problem in fifteen minutes. You’re technically curious, you follow through on what you say you’ll do, and you genuinely like helping people. That last part is non-negotiable.

This is the role where great IT careers start. You’ll learn our tools, our clients, and our craft. The path from here goes wherever your curiosity and effort take you.

A Day in the Life

Your day starts with a 15-minute team huddle. We talk about the big stuff (overnight alerts, project deadlines, ongoing issues) and the small stuff (whose turn it is to defend a questionable opinion at lunch). Caffeinated and informed, you’re ready to go.

First call of the morning: a user can’t log in. You walk them through it, reset what needs resetting, verify they’re back in business, and document the ticket. Next up, a computer that’s been acting weird. You suspect malware, run scans, take a backup, and decide whether you’re cleaning it or rebuilding it. You’re patient, methodical, and you don’t skip the documentation step (because you’ve seen what happens when people skip the documentation step).

Mid-morning, a user reports a software issue. Quick diagnosis, remote in, reinstall, verify, done. While you’re in their environment you spot something that could be done better, so you flag it for the Account Guru to review.

Lunch happens. Opinions are aired. Someone references a movie nobody else has seen. The dart board may or may not get used.

In the afternoon, you head onsite to deploy a few new computers we prepped in the office. You set them up, swap the old ones out, verify everything works the way the user expects, and leave the workspace cleaner than you found it. Back at the office, a call comes in: a client server is down. You collect every piece of information you can (when did it start, what changed, who’s affected), then escalate to Tier 2 with a ticket so well-documented they’re practically grateful.

By end-of-day, you’ve solved problems, made people’s days a little less stressful, and learned something new. That’s the gig.

What You’ll Be Doing (AKA Your Superpowers)

Front-Line Support: Where You Live

• Answer calls and emails from end users with patience, curiosity, and a friendly tone (yes, even when it’s the third call about the same printer).
• Troubleshoot Windows, Microsoft 365, common business apps, and the everyday weirdness that comes with PCs.
• Reset passwords, manage user accounts, troubleshoot Outlook and Teams, and handle the bread-and-butter tickets that keep clients running.
• Diagnose malware infections and clean up affected systems (or rebuild them when that’s the right call).
• Document every ticket like the next person who reads it has zero context (because they might).

Onsite Work: Yes, You’ll Leave the Office Sometimes

• Prep new computers in our office: image, configure, install software, verify.
• Deploy hardware onsite at client locations and make sure everything works before you leave.
• Help with client visits when an issue can’t be solved remotely.

Knowing When to Tap Out

• Recognize when a ticket is over your head and escalate to Tier 2 with full context, logs, and notes.
• Spot opportunities to improve client environments or our internal processes and pass them along to the right person.
• Keep learning. Every ticket is a chance to add a new tool to your kit.

You Have (The Non-Negotiables)

• A genuine drive to deliver great customer service and help people. This is the whole job, honestly.
• Strong communication skills, both verbal and written, with the patience of a saint when things get chaotic.
• The ability to explain complicated tech to your grandmother and have her actually get it.
• Reliability and follow-through. If you say you’ll do something, you do it.
• Sharp problem-solving instincts and a brain that likes logic puzzles.
• Genuine technical curiosity. You google things for fun. You read about new tech because it’s interesting, not because someone told you to.
• At least 2 years working in IT, or an equivalent degree in a computer field, plus a strong working knowledge of Windows and Microsoft Office / Microsoft 365.
• A decent understanding of networking basics: TCP/IP, DNS, Wi-Fi, routers, firewalls, switches.
• Basic familiarity with network domains, Active Directory, and security software.

Would Also Be Great If You Have

• A+ Certification (and if you don’t have it yet, you’ll need to earn it within your first 90 days).
• Network+, Security+, or any Microsoft fundamentals certifications (MS-900, etc.).
• Any prior MSP or helpdesk experience supporting multiple clients or environments.
• The ability to type 50+ wpm without staring at the keyboard.
• A passion for learning new tools, platforms, and ideas.
• A love for technology, Star Wars, science, and gadgets. (Strong opinions welcome. Defending them at lunch is encouraged.)

What You Get

Starting salary depends on experience, certifications, and overall technical ability.

• $35k to $45k per year
• Quarterly and Annual Bonuses based on performance
• An opportunity to learn and expand your knowledge with the best team around

We Have (Because We Actually Care)

• Paid vacation, PTO, and holiday pay. Unused vacation can be rolled over or sold back to the company.
• Great health insurance with a portion paid by INC, plus options for supplemental insurance and other payroll deduction plans.
• Matching retirement contributions. We match 4% of what you invest.
• Annual profit sharing. When the company wins, you win. This isn’t a “maybe someday” perk, it’s a real chunk of change that shows up every year based on how we do as a team.
• Quarterly and Annual bonuses that let you earn above your target pay.
• Family First Approach. Your family is the priority. When they need you, work waits.
• Casual, fun work atmosphere: ping pong table, dart board, comfortable break room, and a standing recommendation to keep a Nerf gun handy (you’ll know why eventually).
• Snacks, food, ice cream, and plenty of coffee/tea options. The fridge gets restocked monthly.

Where You Go From Here

Tier 1 is where most INC team members start. From here, the natural next step is Tier 2 Technician, where you take on tougher tickets, deeper client relationships, and more onsite project work. Beyond that are our Engineers, the top tier of technical support. Each level brings more responsibility, more perks, and a clear path forward. We’d rather help you grow than watch you leave.

In business since 2004, INC Systems is a technology services and consulting company that has been involved in vast number of diverse projects. Until 2013, there were two divisions of the company with one focused on I.T. services and the other on low-voltage wiring, audio video projects and home automation. A tremendous amount of knowledge was gained during our first decade, not only on the technical work but in managing client expectations and delivering value. Today we only work with businesses and non-profits that view I.T. as critical to their success.

Company Description

In business since 2004, INC Systems is a technology services and consulting company that has been involved in vast number of diverse projects. Until 2013, there were two divisions of the company with one focused on I.T. services and the other on low-voltage wiring, audio video projects and home automation. A tremendous amount of knowledge was gained during our first decade, not only on the technical work but in managing client expectations and delivering value. Today we only work with businesses and non-profits that view I.T. as critical to their success.