Service Desk Technician Tier 1

Job Description

Job Description

IT Service Technician (Tier 1) – Onsite/ Hybrid

FLAGLER TECHNOLOGIES MSP Team
5295 Town Center Rd #201, Boca Raton, FL 33486

Who Are We?

We’re more than just an IT support provider—we’re a team committed to delivering exceptional service while fostering growth and development within our ranks. Our mission is to empower the next generation of IT professionals by creating opportunities for leadership and career advancement. When you join us, you become part of a team that’s as invested in your success as we are in providing top-tier support to our clients.

What Does a Typical Day Look Like in This Role?

As an IT Service Technician Tier 1, you will be the first point of contact for clients experiencing technical issues. You’ll work directly with end users via phone, email, or chat to create tickets, troubleshoot, and resolve common issues. When needed, you’ll escalate more complex problems to Tier 2 or Tier 3 technicians.

Your responsibilities will include:

• Troubleshooting PCs, printers, and peripherals.
• Resetting passwords, assisting with MFA, and resolving account access issues (Active Directory, Office 365).
• Supporting standard applications and assisting with installs.
• Documenting all work thoroughly in our ticketing system.
• Collaborating with senior technicians and team leads to learn and grow in your role.

Hybrid Schedule: You will be required to work onsite at our Boca Raton office 3 days per week and will have the flexibility to work remotely 2 days per week.

Mon.-Fri. 8am - 5pm EST.

What Qualifications or Experience Do I Need?

For this role, you should have 1–2 years of IT Help Desk or related technical support experience (internships, school-based IT work, certifications, or strong customer service with technical aptitude may qualify).

We’re looking for people who can demonstrate:

• Basic troubleshooting of Windows and/or Mac systems.
• Familiarity with Microsoft 365 applications.
• Clear written and verbal communication skills.
• A strong willingness to learn and grow.

Preference will be given to candidates with:

• IT-related coursework or certifications (CompTIA A+, Network+, or equivalent).
• Previous MSP or Help Desk experience.

Above all, we value candidates who are humble, hungry, and people smart—qualities that allow us to help you grow your career in Customer Service and IT.

What Else Should You Know About Us?

Here’s what we offer our team members:

• 3 Weeks of Paid Time Off (combined vacation and sick time, accrued and subject to manager approval)
• Healthcare Options with 75% of your premium covered
• Dental & Vision Insurance
• Group Life Insurance
• 401(k) with up to 4% company match and immediate vesting
• Training & Certification Reimbursement to support your career growth
• Company-Provided Computer & Peripherals
• Monthly Internet Stipend (for reliable home connectivity)

Device & Security Requirements

To maintain a secure environment for our clients and internal systems, any device accessing company resources must be enrolled in our management tools. A company computer is provided, but you’ll need:

• A personal cellphone for MFA
• A reliable internet connection

Application Review Process Notice (please read)

We will reach out if your qualifications match the role. Please do not call or email for application updates so our team can stay focused on supporting our clients.