Technical Support
IT Support Technician I
You're the first person a client reaches when their technology stops working. Most of the work is Windows desktop and Microsoft 365 support, plus setting up equipment and getting it working, with regular travel to client sites. It's a Tier 1 role with a Technician II and engineers above you and company-paid certifications.
The job
The IT Support Technician I is the first point of contact for our clients. When a client's technology stops working, you answer, work out what's wrong, and either fix it or hand it up with notes complete enough that nobody has to come back to ask you a question.
This is a Tier 1 service desk role with a Technician II and the engineers above you, so what you hand up goes to someone who can finish it. Most of your time goes to Windows desktop problems and Microsoft 365 accounts and applications, plus getting equipment set up and working, with regular travel to client sites across Northeast Ohio.
This is a full-time, non-exempt position reporting to the Service Delivery Manager.
What you would be doing
- Answer client support requests by phone, email and ticket, inside the service levels we've committed to
- Diagnose and fix Windows desktop and laptop problems: operating system, applications, drivers and profiles
- Administer Microsoft 365, including user accounts, licensing, Exchange Online, Teams, SharePoint and OneDrive
- Image, configure and deploy workstations, laptops and mobile devices
- Install and verify software, patches and security updates
- Support printers, scanners and network hardware at client sites
- Escalate what you can't finish to the Technician II, with the troubleshooting you already did written down
- Keep ticket notes accurate, and add what you learn to the client documentation
- Travel to client sites across Lake, Geauga, Cuyahoga, Summit and Stark counties as scheduled
- Keep training, and take the certifications the company pays for
What you need
Applicants must meet all of the following.
- One year of professional IT support experience, or an equivalent mix of coursework, internship and hands-on personal experience
- Working knowledge of Windows 10 and Windows 11 troubleshooting that you can demonstrate
- Working knowledge of Microsoft 365 from the administration side, not only as a user
- Networking fundamentals: IP addressing, DNS, DHCP, and enough to work out why something won't connect
- The ability to explain a technical problem clearly to a business owner who never wanted to learn about it, in writing and on the phone
- A valid driver's license, a clean driving record and reliable transportation
- Legal authorization to work in the United States without sponsorship
- Able to work on-site full-time at the Painesville or Hudson office
What helps
- CompTIA A+, Network+, or Microsoft MS-900 or AZ-900
- Time at a managed service provider, or anywhere else you supported more than one company at once
- Experience with a professional services automation or ticketing platform
- Experience with remote monitoring and management tools
- Active Directory and Entra ID administration
What this role is not
This role isn't remote or hybrid. You're on-site five days a week, plus travel to client sites.
It also isn't a single-environment service desk. You'll support many client environments, each with its own standards, tools and constraints, so if you'd rather go deep on one, an internal IT job at a single company will suit you better.
It isn't a purely technical job either. A real part of it is walking a worried, non-technical person through a bad morning, and technical skill alone won't carry it.
What good looks like in six months
- Tier 1 tickets resolved on your own, inside the service level, without routine escalation
- Work you own either finished or handed over cleanly, never quietly parked
- Documentation another technician can act on without coming back to ask you
- At least one company-funded certification finished
- Clients who mention you by name when they talk about how it went
Working conditions
The job is split between the office and client sites. It involves lifting and carrying equipment up to 50 pounds and working under desks and in equipment closets, and you'll drive to client locations during the workday.
Benefits for every role
Every role at Tech Dynamix includes these benefits.
Health insurance
A group medical plan, with the company paying 50 percent of your premium. Dependents can be added at group rates.
Direct Primary Care
On top of the plan, the company pays for a membership with a primary care practice. Routine care means calling your doctor, not starting a claim.
401(k) matching
The company matches the first 3 percent of your pay dollar for dollar, then half of the next 2 percent. Put in 5 percent and the company puts in 4.
Paid time off
PTO accrues every pay period, and the rate grows with your length of service. Up to 80 hours carries into the next year.
Ten paid holidays
Six company holidays, plus four floating days a year that you choose and your supervisor schedules.
Paid weekly
Payday is every Friday, by direct deposit, for the week before. Most of this industry pays twice a month.
A schedule with some give
Eight hours inside an 8:00 a.m. to 6:00 p.m. window with a full hour for lunch. Eight to five and nine to six are both normal, and other shifts get approved.
Training and certification
Certifications paid for and time made for them, plus leadership tracks and internships.
Bereavement leave
Three paid days for an immediate family member, and one paid day for an extended family member, somebody you were close to, or a pet.
Mileage and expenses
Approved travel is reimbursed on a submitted log, and business expenses on itemized receipts. Your commute is not travel, and nobody pretends otherwise.
Donation matching
Give to a cause you care about and the company gives alongside you. What you support is yours to choose.
Referral program
Rewards for referrals, for everybody on the payroll rather than only the people in sales.
Apply for this role
Send your resume and a few sentences about why this role interests you. There's no account to create and no long form to fill out.
Equal employment opportunity
Tech Dynamix is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic under federal, state, or local law. Reasonable accommodations are available on request during the application process. Ask, and it will be arranged.