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.
