Technical Support Specialist - Tier 1

Vertical IT Solutions is hiring a Technical Support Specialist - Tier 1 to serve as the first point of contact for clients who need technical help. This on-site role in Lake Havasu City, AZ focuses on customer service, troubleshooting across common IT areas, and maintaining accurate documentation through help desk systems.

Role summary

You will respond to incoming support requests, diagnose issues spanning hardware, software, and network connectivity, and guide users toward workable solutions. Each interaction is recorded in customer support ticket management systems, with follow-up to confirm resolution satisfaction.

Responsibilities

• Handle support requests through help desk systems, offering clear guidance and step-by-step solutions for technical issues.
• Troubleshoot hardware problems involving computer hardware, peripherals, mobile devices, and other equipment.
• Resolve software issues across Windows, macOS, and Linux, including application errors and configuration-related problems.
• Diagnose network connectivity issues involving LAN, TCP/IP, DNS, VPNs, firewalls, and TCP protocols.
• Manage user accounts and permissions using Active Directory and GPO (Group Policy Objects) for secure access control.
• Support computer management tasks such as operating system updates, hardware installation assistance, and equipment troubleshooting.
• Document support interactions accurately in ticket management systems and follow up to ensure issues are fully resolved.

Requirements

• CompTIA A+ certification or an equivalent or higher-level technical certification (preferred).
• 3+ years of professional IT experience in IT support or help desk roles, with strong knowledge of networking concepts including LAN, TCP/IP, DNS, VPNs, firewalls, and Active Directory management.
• Proficiency troubleshooting printers, managing domain accounts, managing email accounts (Google and Microsoft), and supporting user-related software such as QuickBooks and Quicken and other miscellaneous software.
• Strong analysis skills to identify root causes quickly and accurately.
• Excellent communication skills to explain solutions clearly to users with varying technical backgrounds.
• Ability to troubleshoot hardware components, including peripherals and network equipment, efficiently.
• Familiarity with infrastructure components such as DNS servers, LAN configurations, TCP protocols, GPOs, and firewall settings.
• Ability to prioritize and manage multiple support requests at once.
• Proactive approach to task prioritization in a fast-paced environment while maintaining high-quality customer service standards.

Technologies

• Active Directory, GPO (Group Policy Objects)
• Windows, macOS, Linux
• LAN (Local Area Network), TCP/IP, DNS (Domain Name System), VPNs (Virtual Private Networks)
• Firewalls, TCP protocols
• Google, Microsoft
• QuickBooks, Quicken

Compensation

Starting pay is $20.00 per hour. Compensation is determined based on relevant IT experience, certifications, technical knowledge, and demonstrated skill level. Additional opportunities for advancement and increased responsibility are available as technical skills and experience develop.

Benefits

• Paid time off
• Select paid holidays
• Aflac short-term disability
• Mental wellness benefits through BetterHelp
• Professional development and certification opportunities
• Opportunities for advancement within the company
• Simple IRA with employer match after one year of employment
• Additional Vacation time after one year of employment
• 401(k) matching
• Employee assistance program
• Professional development assistance

Preferred qualifications

• 3+ years of professional IT experience, preferably in an MSP, helpdesk, or business IT environment.
• Experience working with Kaseya products and platforms.
• Experience with Halo PSA or another professional services automation/helpdesk platform.
• Additional CompTIA, Microsoft, Cisco, or other industry certifications.

Work environment and schedule

• Primarily on-site at the office in Lake Havasu City, Arizona.
• Hybrid or remote work may be considered for candidates who demonstrate the appropriate level of experience, technical proficiency, reliability, and ability to work independently.
• Standard business hours: Monday through Friday, 8:00 AM–6:00 PM.
• Individual working hours and schedules may change based on business needs, client requirements, staffing, and operational coverage.

Selection requirements

• Background check required for candidates selected to move forward in the hiring process.
• Work location is in person.