Tier 1 IT Support Technician

Atlantic Computer Services offers a benefits-forward, client-facing Tier 1 IT Support Technician role in Wilmington, NC. This onsite position pays USD 21-25 per hour and includes a comprehensive benefits package: 401(k) with matching, dental, health and vision insurance, a health savings account, life insurance, paid time off, and a retirement plan. You will work directly with engineers on end-user tickets, perform on-site hardware tasks, and have a clear path to grow into L2 within 12-18 months, with direct access to senior engineers and ownership when needed.

Responsibilities

• Take inbound support requests from end users by phone, email, and ticket
• Resolve common issues on the spot including password resets, MFA help, account lockouts, printer issues, Outlook problems, basic networking, software installs and updates
• Triage and escalate bigger issues with clean, complete notes so the next tech does not have to start over
• Document client environments, changes, and resolutions in our PSA (Datto Autotask)
• Visit client sites in the Wilmington area for hands-on work — desktop deployments, hardware swaps, onboarding new users
• Follow up with clients to confirm fixes held and that they are satisfied with the work
• Stay on top of patching, monitoring alerts, and routine maintenance from our RMM (Datto RMM)

Requirements

• 3-5 years of hands-on IT experience supporting end users (helpdesk, internal IT, or MSP)
• Strong communication skills — you can explain a technical issue to a non-technical person without being condescending or vague
• Customer service mindset — you treat every ticket like the client is the only client
• Solid working knowledge of Windows 10/11, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), Active Directory or Entra ID, basic networking (DHCP, DNS, VPN)
• Comfortable with both remote support tools and physical hands-on work (cables, switches, racks)
• Reliable transportation and ability to work onsite at our Wilmington office and at client sites in the area
• Local to Wilmington, NC — this role is not remote and does not offer relocation

Technologies

• Datto Autotask, Datto RMM
• SentinelOne, Huntress, Proofpoint, Axcient
• Windows 10/11, Microsoft 365
• Active Directory, Entra ID
• DHCP, DNS, VPN
• UniFi, SonicWall, Meraki

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

About the Firm

We are a boutique managed IT firm in Wilmington that supports small and mid-size businesses across southeastern North Carolina. Our team is intentionally small—clients work directly with the engineers who handle their tickets, not a call center. We have been delivering reliable IT support since 2006, built on a commitment to fixing issues right the first time and communicating clearly while we work.

Nice to Have

• Experience at a managed service provider (MSP)
• Familiarity with Datto Autotask, Datto RMM, SentinelOne, Huntress, or Proofpoint
• CompTIA A+, Network+, or Microsoft 365 certifications
• Exposure to small-business networking gear (UniFi, SonicWall, Meraki)
• Backup and disaster recovery experience (Axcient, Datto)

Why Work Here

• Small team, real ownership. Your name goes on the ticket and you see issues through to resolution
• Direct access to senior engineers and the owner. Help is nearby when you need it
• We invest in the right tools, including SentinelOne, Huntress, Proofpoint, Axcient, and Datto
• Clients we actually like. The work is steady and the people are reasonable
• Room to grow. L1 today, L2 in 12-18 months for the right person
• Benefits include health insurance, paid time off, paid holidays, 401(k), and ongoing training and certification support

How to Apply

Apply through Indeed or send your resume and a short note about why this role interests you to [email protected]. Tell us about a time you handled a frustrated client well — that level of detail catches our attention.

Application Question(s)

• Do you have reliable transportation and a valid driver's license?
• Briefly describe a time you handled a frustrated client well. What was the situation, what did you do, and how did it end?

Experience

• End User IT Support: 3 years (Required)

Location

Wilmington, NC 28403 (Required)

Work Location

In person