Tier 1 Technical Support Specialist

Tier 1 Technical Support Specialist at Cybertools, inc. serves as the first point of contact for managed services clients and supports workstation deployments, software installations, user onboarding, inventory management, and field service activities.

Responsibilities

• Serve as the initial contact for incoming support requests via phone, email, and remote sessions.
• Deliver strong customer service and timely issue resolution throughout interactions.
• Log, categorize, prioritize, and document all service requests in ConnectWise Manage.
• Troubleshoot Windows desktop operating systems and Microsoft 365 applications.
• Resolve common issues related to printers, networking, email, remote access, VPN, and VoIP.
• Escalate complex problems to Tier 2 when appropriate.
• Maintain thorough ticket documentation and accurate time entries.
• Provide proactive communication and status updates to customers during the ticket lifecycle.
• Ensure every workstation is deployed fully operational on Day One.
• Receive, inspect, and log incoming hardware shipments into asset tracking systems.
• Prepare and stage equipment for deployment; maintain imaging bench and staging areas.
• Keep hardware inventory organized and secure; process vendor warranty returns and defective equipment.
• Assist with secure disposal of retired equipment per company policy.
• Assist with setup and configuration of Microsoft Office, Adobe Acrobat, Teams, Visio, Project, web browsers, VPN software, print software, line-of-business and security applications, and customer-specific software.
• Verify proper licensing, functionality, and documentation before ticket closure.
• Support new employee onboarding and user account changes, including Microsoft 365 licensing and shared mailbox/ distribution list management.
• Deploy printers and perform device replacements as needed.
• Perform basic Active Directory and Microsoft 365 administration; support on-site and remote access as required.
• Follow Cybertools AMC workflows and documentation procedures.
• Travel to customer locations to deploy workstations, install monitors and docking stations, replace desktops and laptops, install printers, troubleshoot onsite issues, and perform basic network tasks.
• Assist with office relocations and organize workstation and network cabling to company standards; conduct basic cable tracing and testing.
• Provide customer-facing technical support and maintain documentation, updating IT Glue, asset details, workstation configurations, and passwords per policy.
• Maintain inventory records and track equipment deployments and returns.
• Support security responsibilities including MFA setup, password resets, user verification, Microsoft Defender monitoring, and basic cybersecurity best practices; escalate suspected security incidents per policy.
• Participate in ongoing training, quality assurance reviews, process improvements, and rotating on-call schedules; respond to after-hours requests within SLAs.

Technologies

• Windows 10/11
• Microsoft 365
• Microsoft Entra ID (Azure AD)
• Active Directory
• Microsoft Exchange Online
• OneDrive
• Basic networking (TCP/IP, DNS, DHCP)
• VPN technologies
• VoIP systems
• Printer troubleshooting
• ConnectWise Manage (preferred)
• IT Glue (preferred)
• RMM platforms
• Microsoft Defender
• Microsoft Office
• Adobe Acrobat
• Microsoft Visio
• Microsoft Project
• Web browsers
• VPN software
• Print software
• Line-of-business applications
• Security applications
• Customer-specific software
• RMM agents
• Backup agents

Requirements

• Tier 1 experience with 3 years preferred

Benefits

• Dental insurance
• Health insurance
• Vision insurance
• Professional development assistance

Preferred Certifications

• CompTIA A+
• CompTIA Network+
• Microsoft Fundamentals (MS-900, AZ-900)
• Microsoft Modern Desktop Administrator (preferred)
• ConnectWise certifications (preferred)

Experience

• Tier 1: 3 years (Preferred)

Application Question(s)

• Do you now or in the future require employment sponsorship?
• What is your salary requirement?

Work Location

• Location: Puyallup, WA (onsite)
• Work arrangement: In person