The IT Support Technician role at Velocigo Inc is an on site position in Tulsa, Oklahoma, delivering first- and second-line IT support to clients within a managed services provider environment. The role focuses on timely issue resolution, sustaining client satisfaction, and precise documentation, with an hourly compensation range of USD 15 to 30.
Position Purpose
The Support Technician provides first- and second-line IT support to clients within an MSP setting. The position supports rapid problem resolution, maintains client satisfaction, and drives operational excellence through accurate record-keeping, proactive problem solving, and adherence to service standards.
Responsibilities
- Act as the initial contact for client technical issues via phone, email, or the ticketing system.
- Diagnose and resolve problems involving desktops, laptops, mobile devices, printers, and peripherals.
- Assist with Microsoft 365 administration, email systems, and other line-of-business applications.
- Conduct remote troubleshooting and escalate complex issues to higher-level support as needed.
- Install, configure, and maintain software and hardware in line with company standards.
- Document all service requests, troubleshooting steps, and resolutions accurately in the PSA/ticketing system.
- Assist with user onboarding, account setup, and routine system maintenance tasks.
- Provide professional customer service while maintaining composure under pressure.
- Identify recurring issues and contribute to continuous process improvement initiatives.
Requirements
- Level 1: 0–2 years of IT support experience, MSP experience preferred.
- Level 2: 2–4 years of IT support experience with proven ability to handle escalations.
- A technical degree or equivalent hands-on experience preferred.
- Demonstrated track record of delivering exceptional customer service.
- CompTIA A+, Network+, or equivalent certification.
- Microsoft 365 Fundamentals or an equivalent certification.
- Additional relevant certifications (Azure, Security+ etc.) are a plus.
- IT Support experience: 2 years (Required).
- A valid IT Specialist certification (Preferred).
Technologies
- Microsoft 365
- PSA or ticketing system
- Azure
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
Working Conditions and Physical Requirements
Primarily an office-based or remote environment with occasional client site visits. Ability to lift and move computer equipment up to 40 lbs. Must be able to sit for extended periods and use a computer and phone effectively.
Career Path
Opportunities exist to advance to Level 2 or 3 Technician, Systems Engineer, or Project Implementation roles, with support for professional certifications and ongoing training.
Key Performance Indicators
- Customer satisfaction scores and positive client feedback.
- Ticket response and resolution times that meet established SLAs.
- Accuracy of documentation and adherence to internal processes.
- Effective prioritization and workload management.
- Contributions to team success, knowledge sharing, and process improvement.
Competency Matrix
- Level 1
- Technical Knowledge: Basic troubleshooting across hardware and software.
- Customer Service: Clear, courteous, and professional communication.
- Problem Solving: Follows documented procedures and guidance.
- Time Management: Manages assigned tickets under supervision.
- Documentation: Accurate recording of steps and resolutions.
- Team Contribution: Works collaboratively and seeks guidance when needed.
- Level 2
- Technical Knowledge: Advanced troubleshooting and escalation resolution.
- Customer Service: Strong client relationship management and ownership of issues.
- Problem Solving: Independently identifies root causes and proposes long-term solutions.
- Time Management: Prioritizes workload and meets SLAs with minimal oversight.
- Documentation: Produces clear, detailed documentation and knowledge base articles.
- Team Contribution: Mentors Level 1 technicians and contributes to team improvements.
