Tier 1 Service Technician - Google Workspace

Overview

We are looking for a motivated Level 1 Technician to serve as the first point of contact for technical support. This entry-level role focuses on resolving basic IT issues, delivering excellent client service, and escalating complex problems as needed. You’ll work closely with a supportive technical team, use modern ticketing and automation tools, and gain valuable hands-on experience with strong opportunities for skill development and career growth.

Job Highlights

Monthly Rate:

Number of Paid Hours Per Week:

Schedule:

Flexible and amenable to possible shifting schedules (Pacific Time), including:

• Tuesday – Saturday, 6:00 PM – 3:00 AM PT
• Monday – Friday, 9:00 AM – 6:00 PM PT

Work Arrangement:

Contract:

Side Note:

Independent Contractor

Responsibilities

• Serve as the first point of contact for client technical issues via phone, email, or chat using Dialpad
• Meet a 98% response SLA within 30 seconds
• Diagnose and resolve basic hardware, software, and network issues (e.g., password resets, printer issues, basic OS support)
• Log, track, and update tickets in ConnectWise Automate with accurate documentation
• Escalate unresolved or complex issues to Level 2 technicians or the Service Team Lead
• Assist with ticket triage during daily huddles based on urgency and capacity
• Maintain and update SOPs and resolution documentation in ConnectWise
• Collaborate with team members to identify automation opportunities
• Participate in Lunch and Learn sessions for skill development and certification preparation

Requirements

Required Qualifications

• 0–2 years of experience in IT support or equivalent hands-on technical experience
• Experience using Google Workspace
• Basic understanding of Windows, macOS, and common software applications (e.g., Microsoft Office)
• Familiarity with IT support tools such as remote desktop software and ticketing systems (ConnectWise preferred)
• Strong problem-solving skills and ability to learn quickly
• Excellent verbal and written communication skills
• Ability to work independently and collaboratively with a team-player mindset
• Willingness to work flexible hours, including early or shifting schedules, to support 24/7 coverage

Skills Requirements

• Entry-level IT certifications (e.g., CompTIA A+, ITIL Foundation) or willingness to pursue them
• Experience in MSP environments or client-facing technical support
• Basic scripting knowledge (PowerShell, Batch) to assist with automation
• Familiarity with basic network troubleshooting (ping, traceroute) and firewall concepts

Preferred Qualifications

• Entry-level IT certifications (CompTIA A+, ITIL Foundation)
• MSP or client-facing technical support experience
• Basic scripting and automation exposure
• Network troubleshooting or firewall fundamentals

Independent Contractor Perks

• HMO coverage for eligible locations
• Permanent Work from Home
• Immediate Hiring
• Steady freelance job

Reminder

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