L1 IT Support Technician

At GEEKS, a Great Place to Work-Certified Managed Service Provider (MSP), we pride ourselves on delivering seamless IT solutions that drive client success while fostering a people-first culture. We believe that when our team thrives, the business thrives and our GPTW certification is a testament to that commitment. Role OverviewWe are looking for somebody just not just looking for “a job” — but hungry to build a real tech career. Someone friends call when their systems break, and who loves solving problems almost as much as learning new tools. Somebody who wants to grow fast, get your hands dirty across modern SMB IT stacks, and work in a team that values curiosity, ownership, and action.We want someone who’s not just capable — but coachable, curious, and obsessed with figuring things out.Key ResponsibilitiesRespond promptly and effectively to client tickets related to IT support requests and incidentsTroubleshoot and resolve issues related to:Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Exchange Online)Google Workspace (Gmail, Drive, Admin Console)NAS devices (Synology, QNAP) including access and file sharing issuesBasic Windows Server and Active Directory support (user accounts, permissions)Backup solutions (monitoring backups, restore requests)Network connectivity issues (Wi-Fi, switches, routers, VPN)End-user devices: desktops and laptops running Windows 10/11 and macOSPrinters, peripherals, and common office hardware supportPerform user account management tasks: password resets, access provisioning, group membershipsEscalate complex technical issues to senior engineers or specialists as neededMaintain accurate and detailed documentation of ticket progress and resolution stepsFollow company IT policies and security best practices when handling client environmentsAssist with routine maintenance tasks such as software patching, updates, and system health checksCommunicate clearly and professionally with clients, ensuring timely updates and resolutionContinuously learn and grow technical knowledge under guidance from senior team members.Required Technical SkillsExperience or familiarity with Microsoft 365 and Google Workspace administration and user supportBasic knowledge of Windows Server environments and Active Directory user managementUnderstanding of NAS devices like Synology or QNAP and file sharing protocols (SMB, AFP)Fundamental networking concepts: IP addressing, DHCP, DNS, VPN troubleshootingExperience supporting end-user devices on Windows 10/11 and macOS platformsFamiliarity with backup solutions and restoring data from backupsAbility to troubleshoot common hardware and peripheral device issuesComfortable working with ticketing systems and remote support tools.Traits & MindsetHands-on learner — you dive into tech, Google things fast, and don’t get stuckProblem-solver at heart — you like figuring things out and finding smarter solutionsStrong communicator — you explain things clearly, professionally, and with empathyHungry to grow — you’re not afraid to ask questions, learn from feedback, and level up constantlyRemote-ready — you’re reliable, disciplined, and thrive in flexible remote environmentsTeam-first attitude — you know when to escalate, when to ask, and when to own it.Basic QualificationsEntry-level to 1–2 years experience in IT support or helpdesk, preferably supporting SMB clientsStrong problem-solving skills and attention to detailExcellent verbal and written communication skills with a customer-first mindsetSelf-motivated, coachable, and eager to learn new technologiesReliable home workspace with stable internet for remote workTeam player with the ability to escalate appropriately and collaborate with senior staff.Why Join Us?Fully remote role with flexible working hoursHands-on experience supporting diverse SMB environmentsMentor-driven environment focused on skill development and growthOpportunity to build a career in IT support within a growing MSP

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