About the Role
We're looking for a motivated Tier 1 Technician to join our Service Delivery team. This is the first point of contact for our clients, you'll resolve everyday technical issues, keep tickets moving, and make sure every client interaction reflects our commitment to excellent service.
This is a hybrid role: most work is handled remotely, but you'll be expected to travel to client sites as needed for onsite support, new equipment setups, and issues that can't be resolved remotely. The ideal candidate is reliable, communicates clearly, and is comfortable switching between remote troubleshooting and in-person client visits.
What You'll Do
Ticket Resolution
- Serve as the first point of resolution for common end-user issues, including account access, email, connectivity, and printing
- Review and respond to assigned tickets throughout the shift, keeping status and notes current
- Communicate with clients by phone first, then email, following our standard contact protocol
- Document all troubleshooting steps and client communication clearly on the ticket
- Escalate issues you can't resolve to Tier 2, with your Team Lead's input, along with full documentation
Onsite & Hybrid Support
- Travel to client locations as requested for hands-on support, new equipment setup, or troubleshooting that can't be completed remotely
- Coordinate scheduling of onsite visits with your Team Lead and Dispatch
- Update the ticket and move it to the Dispatch board before heading onsite
- Represent Datapath professionally during all in-person client interactions
Monitoring & Documentation
- Review alerts on the Managed Service Alerts Board (MSAB) and coordinate resolution
- Keep client documentation in ITGlue current and accurate
- Contribute to and help maintain internal knowledge base articles
Customer Experience
Our technicians are expected to provide exceptional customer service by:
- Communicating clearly with both technical and non-technical users
- Setting expectations and providing timely updates
- Taking ownership of assigned tickets until they're resolved or properly escalated
- Building trust through consistent, professional follow-through
Required Qualifications
- 1+ years of experience in an IT support or help desk role
- Reliable transportation and ability to travel to client sites as needed
- Working knowledge of Windows desktop environments and Microsoft 365
- Basic troubleshooting experience with networking, printers, and end-user hardware
- Comfortable working independently in a remote-first environment
- Strong written and verbal communication skills
Preferred Experience
Experience with one or more of the following is a plus:
- ConnectWise Manage or a similar PSA/ticketing platform
- Remote monitoring and management (RMM) tools
- Microsoft Intune or other MDM platforms
- Basic Active Directory or Entra ID administration
What We're Looking For
Someone who:
- Takes ownership of tickets without being asked
- Communicates clearly and calmly, even under pressure
- Is comfortable both on the phone and in front of a client in person
- Is organized and detail-oriented
- Works well independently and as part of a team
- Values accountability and continuous improvement
Equal Employment Opportunity at Datapath
At Datapath, we believe that a diverse and inclusive team makes us more real, competent, collaborative, and better equipped to serve our clients with excellence. As a company committed to delivering tech-enabled solutions with grit and ownership, we know that fostering a workplace where everyone feels respected and valued is key to our continued success.
Datapath is an Equal Opportunity Employer. We are committed to providing equal employment opportunities to all individuals regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information, or any other characteristic protected by federal, state, or local law.
Job Type: Full-time
Pay: $22.00 - $27.00 per hour
Benefits:
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: Hybrid remote in Dublin, OH 43017
