Overview
Job Title: Tier 1 IT Support Technician (MSP) Experienced
Location: On-site/Hybrid within a 2-hour travel radius from Winston Salem, NC(travel to client sites as required)
Employment Type: Full-time
About Us:
ICG is a managed IT services provider delivering proactive, secure, and reliable IT and ERP support to small and mid-sized businesses. We value customer service, technical excellence, and teamwork.
Role Summary:
We are seeking an experienced Tier 1 IT Support Technician to join our MSP team. The technician will provide first-line support for end users across multiple clients, handle incident intake and resolution, perform basic onsite hardware and network tasks, and escalate appropriately. Candidates must be willing and able to travel to client sites within approximately two hours of the office as needed.
Key Responsibilities:
- Serve as first point of contact for client end users via phone, ticketing system, email, and remote tools.
- Triage, document, and resolve routine incidents and service requests (password resets, account access, printer issues, basic workstation troubleshooting).
- Perform onsite support at client locations within a 2-hour travel window for installations, repairs, and hands-on troubleshooting.
- Use remote management and ticketing platforms to diagnose, prioritize, and resolve issues, escalating to Tier 2/3 when necessary.
- Install, configure, and maintain desktops, laptops, printers, and peripherals.
- Assist with basic network troubleshooting: switches, Wi-Fi, VPN connectivity, and cable diagnostics.
- Apply and document standard operating procedures and maintain accurate ticket notes.
- Support onboarding/offboarding of users and hardware provisioning.
- Participate in scheduled maintenance, patching, and asset inventory tasks.
- Communicate incident status and resolution clearly to clients and internal teams.
- Maintain client confidentiality and adhere to security best practices.
Required Qualifications:
- 2+ years of hands-on experience in a Tier 1 IT support role, preferably in an MSP environment.
- Proficiency with Windows 10/11, Microsoft 365 administration basics, Active Directory, and common endpoint protection tools.
- Experience with remote support tools (e.g., RMM, remote desktop).
- Basic knowledge of networking concepts (TCP/IP, DHCP, DNS, VPN, Wi‑Fi).
- Strong customer service and communication skills.
- Ability and willingness to travel to client sites up to two hours from the office as needed; reliable transportation and valid driver’s license required.
- Ability to lift and move computer equipment (up to ~50 lbs).
- High school diploma or equivalent; relevant certifications (CompTIA A+, Network+, Microsoft) preferred.
Desired (but not required):
- Prior MSP ticketing system experience (e.g., ConnectWise)
- Prior MSP toolset experience (e.g., Datto RMM, IT Glue and other Kaseya Suite products)
- Familiarity with macOS, basic scripting, or imaging/deployment tools.
- Security-awareness training or certifications (CompTIA Security+, Microsoft Security).
Work Conditions:
- Combination of remote, office, and onsite client work.
- Occasional after-hours or emergency support may be required.
- Travel mileage reimbursement provided per company policy.
What We Offer:
- Competitive salary and benefits package.
- Paid time off, health insurance, retirement plan options.
- Training and certification support.
- Career growth opportunities within an expanding MSP.
How to Apply:
Send your resume and brief cover letter outlining relevant MSP experience and confirmation you can travel up to two hours to: [email protected]
Innovative Consulting Group (ICG) is an equal opportunity employer.
Pay: $41,000.00 - $56,500.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Retirement plan
Work Location: In person
