Support Desk Technician Tier 1

About the role

The Support Desk Technician (Tier 1) at Proper Sky is the first point of contact for our clients’ IT support needs, delivering responsive, professional, and high-quality assistance.

This role focuses on resolving common technical issues, providing excellent customer service, and escalating more complex problems to higher‑tier technicians.

The ideal candidate is a detail‑oriented problem solver with a passion for technology, a strong willingness to learn, and a client‑first mindset.

• What you’ll do
• Technical Troubleshooting & Resolution
• 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, Share Point, and One Drive.
• Perform basic account administration in Active Directory, Azure AD, and Microsoft 365.
• Document all work performed in the ticketing system accurately and thoroughly.
• Problem Escalation Support
• 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.
• Project Execution
• 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.
• Documentation & Continuous Improvement
• Maintain accurate and up‑to‑date documentation in Connect Wise, 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.
• Client Engagement
• 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.

Qualifications

Education & Technical Experience

• 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).
• Certifications such as Comp TIA A+, Network+, Security+ are a plus.
• Basic understanding of troubleshooting Windows Desktop OS, Microsoft 365, networking issues (DNS, DHCP, and VPN).
• Experience with Connect Wise Manage, Automate, Screen Connect, or similar tools preferred.
• Soft Skills
• 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.
• Work Schedule
• The Support Technician role covers the 8 am‑5 pm EST shift.
• The position is subject to covering a rotating “On‑Call” shift from 5 pm‑10 pm (Weekdays) and 8 am‑5 pm (Weekends/Holidays) to respond to after‑hours emergency requests.
• Work Location
• This role is a hybrid role and reports locally to Proper Sky’s headquarters in Abington, PA for all scheduled shifts.

Compensation & Benefits

• Compensation is commensurate with experience.
• Listed salary ranges apply to U. S. workers only.
• 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.
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