Tier 1 Technician

Company Overview

WEBIT Services, an employee-owned Managed Services Provider (MSP) based in Naperville, is looking for a dedicated and skilled Tier 1 Technician to join our growing team. As a member of our employee-owner community, you’ll play a critical role in delivering exceptional on-site and remote technical support to our clients. The Tier 1 Technician will set up and configure workstations, and help ensure our clients experience seamless and reliable IT services, all while upholding our commitment to outstanding customer satisfaction.

Position Overview

The Tier 1 Service Technician is the foundation of service delivery at WEBIT Services. This is a hands-on provisioning-focused role. You will spend most of your time building and deploying workstations, creating and securing user accounts. and handling first line support requests for our clients.

Most of this work is scheduled, repeatable and documented. Success in the role comes from consistency and attention to detail more than raw troubleshooting speed. A workstation built cleanly, an account created correctly, and a ticket documented clearly all prevent problems downstream for the client and the rest of the team. This position is perfect for individuals with a solid foundational knowledge of IT systems who are eager to expand their skills in a dynamic, client-focused environment.

What You Will Spend Your Time On

• 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.

Key Responsibilities

Workstation Builds and Deployment

• 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.

User Account Creation and Access

• Verify the account and access requests come from an authorized request before acting and stay alert to social engineering.
• Create accounts in Microsoft 365and 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.

General Support

• 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.

Process and Documentation

• Manage ticket statues 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

Experience/Education:

• 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.
• Technical Skills:
• 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.
• Communication Skills: 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 Glu, an RMM platform or Windows Autopilot, Preferred.
• Preferred exposure to endpoint security tooling such as endpoint detection and application control.

Working Conditions

• Willingness to travel to client locations for on-site support.
• Ability to lift and move hardware, including PCs, servers, and other IT equipment, up to 50 lbs.
• Flexible hours may be required for scheduled maintenance, client emergencies, or project deadlines.

Benefits

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

Additional Information:

• Position Type: Full time, salaried
• Salary Range: $40,000-$55,000/yr.
• Employee Ownership Eligible after 1 year of service