Tier 1 Technician

Role Overview

• Workstation builds (about 60%): Imaging, configuring, securing, documenting, and deploying new replacement workstations to WEBIT and client standards.
• User Account Creation (about 20%): Provisioning new user accounts, assigning licensing and access, and enrolling accounts in security controls.
• General Tier 1 Support (about 20%): Password resets, software installs, printer and peripheral setup, and basic troubleshooting.
• Review build requests, confirm hardware and target user, and follow the client's documented standard build.
• Perform hardware intake, asset tagging, and imaging, including firmware updates and full patching.
• Install the standard software stack and any client line of business applications.
• Apply the full WEBIT security baseline: directory join, RMM agent, endpoint protection, application control, and disk encryption.
• Name and configure devices to the client conversation, run the QZ checklist and document everything in IT Glue.
• Deploy the machine, confirm the user can sign in and work, and brief the user at handoff.
• Verify the account and access requests come from an authorized request before acting and stay alert to social engineering.
• Create accounts in Microsoft 365 and Entra ID following the clients naming and licensing standards.
• Assign group membership and access on a least-privilege basis and enroll CCOUNTS IN MFA and Conditional Access.
• Deliver credentials securely and document the new account per the client's standard.
• Handle password and account unlock after verifying identity.
• Install approved software, set up printers and peripherals, and configure email and mobile access within secured methods.
• Resolve basic first-line issues and escalate promptly when a task is outside of scope of affects more than 1 user.
• Manage ticket statuses accurately in Autotask and keep clients informed of progress.
• Log all time accurately and write ticket notes another technician could follow without asking.
• Keep asset, configuration, and account records current.

Requirements

• High school diploma or equivalent; Associate degree or IT certifications (e.g., CompTIA A+, Network+) or Microsoft certified preferred.
• 1-2 years of experience in a technical support role, ideally within an MSP or similar IT services company.
• Basic working knowledge of Windows 10 and 11 operating systems, Microsoft 365, and networking fundamentals.
• Familiarity with user administration in Active Directory or Extra ID.
• Strong documentation habits, and clear written and verbal communication.
• Ability to communicate technical information clearly and effectively to non-technical clients.
• Comfortable imaging, configuring and deploying workstations.
• Valid driver's license and reliable transportation for travel to client sites.
• Experience in Autotask, IT Glue, an RMM platform or Windows Autopilot, Preferred.
• Preferred exposure to endpoint security tooling such as endpoint detection and application control.

Benefits

• Company-paid Day-1 Health Insurance for employee
• Company-paid AD&D Insurance
• Company-paid LTD & STD Insurance
• Unlimited PTO after 90 days of service
• Employee Assistance Program
• Dental Insurance
• Vision Insurance
• 401k
• Life Insurance