Level 1 Technical Support

Northeast IT Systems, Inc. offers a hybrid Level 1 Technical Support role built for reliable, people-focused helpdesk work. This position is primarily remote (about 80% work-from-home) with occasional onsite support across Southeastern Connecticut, plus periodic training and monthly virtual company meetings.

In this full-time position, you will support managed services clients as a Tier 1 technician, helping resolve everyday connectivity, account, and end-user technology issues. The role also includes hands-on assistance at client sites, typically under the direction of senior technical staff when deploying network equipment and cabling.

What you’ll do

• Provide Level 1 helpdesk support for 2-5 core regional and national managed services clients.
• Handle incoming support requests via phone, email, and ticketing systems.
• Perform password resets and user account administration.
• Troubleshoot and resolve basic VPN connectivity issues.
• Diagnose and support printers and peripheral devices.
• Install, configure, and support end-user software applications.
• Assist with basic installation, replacement, and troubleshooting of workstation, printer, and network hardware at client locations.
• Support physical deployment of network equipment such as switches, wireless access points, firewalls, racks, patch panels, and cabling under guidance from senior technical staff.
• Verify connectivity and functionality of newly installed equipment and document all work performed.
• Resolve issues within Tier 1 scope and escalate as directed.
• Maintain accurate documentation of support activities, resolutions, and time entries.
• Attend occasional training sessions at corporate headquarters.

Schedule and location

• Location: Glastonbury, CT (hybrid remote).
• Onsite expectations: Approximately 20% onsite support at client locations throughout Southeastern Connecticut.
• Hours: 6:00 AM - 2:30 PM or 11:30 AM - 8:00 PM.
• Meeting requirement: Monthly virtual company meeting from 8:00 AM to 9:00 AM EST.
• Travel: Must be available to travel to client sites during business hours as assigned. Occasional emergency after-hours support may be required.

What you’ll need

• Previous corporate IT support or MSP experience, plus the ability to install network hardware and devices independently.
• Familiarity with basic network equipment installation, structured cabling practices, patch panel connectivity, and basic connectivity testing.
• Ability to independently install network hardware and devices.
• Maintain and provide your own basic technician toolkit for onsite support activities.
• Maintain a valid driver’s license and an acceptable driving record.
• Reliable personal transportation that is roadworthy, properly registered and insured, and suitable for professional business use.
• Vehicle must be capable of safely transporting technician tools, computer equipment, peripherals, and other required materials.
• Maintain continuous automobile insurance coverage, provide proof of insurance upon request, and immediately notify the company of any license suspension, DUI/OUI, major driving violations, or insurance lapse.
• Consent to periodic Motor Vehicle Record reviews as permitted by law.
• Education: High school or equivalent (Required).

Compensation and benefits

• Pay: $26.44 - $31.25 per hour
• Annual range: $55,000 - $65,000 commensurate with experience (based on technical experience, certifications, MSP experience, and demonstrated ability).
• Mileage and approved travel expenses: reimbursed per company policy.

• 10 paid company holidays annually
• Two (2) weeks paid vacation
• Five (5) paid sick days annually
• Health insurance (80% employer-paid employee premium)
• Dental insurance (80% employer-paid employee premium)
• SIMPLE IRA retirement plan with 3% company match
• Training, certification, and tuition reimbursement
• Career advancement opportunities
• 401(k) matching
• Health savings account
• Life insurance
• Paid time off
• Referral program
• Vision insurance

How to apply

To be considered, submit a resume and cover letter highlighting your experience, explaining why you are an excellent candidate, and specifying your preferred shift.

Ideal candidate location: Glastonbury, Colchester, Norwich, or surrounding areas.