Level 1 Technician

Job Overview
We’re looking for a reliable and detail-oriented Level 1 Technician to support our growing team of high-performance IT consultants. In this entry-level role, you’ll serve as the first point of contact for incoming support requests and play a vital part in delivering excellent service to our clients. Your work will directly impact customer satisfaction by ensuring systems run smoothly, problems are resolved quickly, and all technical details are clearly documented.

This position is ideal for someone who’s technically curious, a strong communicator, and ready to learn and grow in a fast-paced IT service environment.

This is an awesome opportunity for someone who:

• Wants a company that truly CARES about its customers and employees
• Loves a faster-paced, NO DRAMA workplace where office politics, gossip, and negativity aren’t tolerated
• Is extremely detail-oriented and appreciates an organized, systematic approach to success
• Likes working in a small company where your input and ideas will directly impact company growth
• Is a quick, self-motivated learner who wants to grow through ongoing education and training
• Enjoys having conversations with and helping small business owners
• Loves building relationships and providing a true “Wow” experience
• Wants a position with upward earning and career advancement
• Appreciates the KISS principle (Keep It Simple and Straightforward)
• Is positive and proactive, takes initiative, solves problems independently, and fosters a collaborative team environment.

If you enjoy making sure everything is running on track and nothing falls through the cracks, this role is for you

Our Core Company Values

We live and breathe these 5 values in everything we do. The right person for this role should naturally align with them:

• Honest – We say what we mean and do what we say
• Empathic – We genuinely care about our customers teammates, and partners.
• Accountable – We take full responsibility for our work, actions and outcomes
• Reliable – We follow through and take pride in being dependable
• Thorough – We pay attention to the details and never cut corners

What You'll Do

Responsibilities:

• Provide front-line technical support for end users via ticketing system, phone, or email
• Troubleshoot and resolve basic IT issues, including hardware, software, connectivity, and access problems
• Document work accurately in the service CRM (e.g., ConnectWise), including ticket notes and time tracking
• Maintain accurate documentation of customer environments, completed work, and internal service processes
• Follow established procedures for onboarding, user account setup, password resets, and access changes
• Escalate unresolved issues to level 2/3 technicians with detailed notes and customer context
• Communicate clearly and professionally with customers to provide updates, solutions, and instructions
• Coordinate with dispatchers and account managers to keep service delivery aligned and responsive

To apply for this position, please submit the application through Indeed and send your resume and cover letter to [email protected]

Your cover letter should include:

• Why you are interested in the role
• Relevant experience or qualifications
• Three professional references, including name, relationship, company, and contact information

Final candidates may be subject to reference checks and background checks, where permitted by law and based on the requirements of the position.

Skills and Qualifications

• 1–3 years of IT support experience, including hands-on troubleshooting and customer-facing service
• Proficient with Microsoft Office tools, especially Outlook, Word, and Teams; familiarity with task/project management tools is a plus
• Exceptional attention to detail, with clear and professional written and verbal communication skills
• Strong organizational skills and the ability to prioritize and follow through on tasks across multiple internal teams
• Aligned with our core values: Honest, Empathic, Accountable, Reliable, and Thorough
• Self-starter with a proactive, can-do attitude—comfortable following structured processes and offering ideas for improvement
• Associate degree or equivalent experience preferred

What Success Looks Like (90-Day Snapshot)

• You consistently produce clean, accurate documentation—including ticket notes, asset records, and internal checklists
• You’ve understood of network basics (IP addresses, DNS, Wi-Fi, VPNs),
• You’ve been familiar with company IT tools and resources, including firewalls, NAS systems, Microsoft 365, and security platforms
• You’ve confidently answered support calls, logged tickets, and escalated appropriately, building trust as a first point of contact

Job Type: Full-time

Pay: $45,000.00 - $50,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Referral program
• Retirement plan
• Tuition reimbursement
• Vision insurance

Application Question(s):

• In 2–3 sentences, tell us why this Level 1 Technician role at IT Assure is a fit for you. Please include the phrase ‘Technical Support Rockstar’ somewhere in your answer.

• Which of IT Assure’s 5 core values resonates with you most, and why?

• What steps do you take to stay organized when managing multiple tasks or tickets at once?

• A customer calls in saying they can’t access their email. You discover it’s due to an expired password. Draft a short message or explain what you would say to the customer, including how you’d walk them through the solution.

• Will you be able to work in Carson City, Nevada?

License/Certification:

• CompTIA A+ (Required)

Work Location: In person