Business IT Support Specialist - Tier One

Position Overview:

This role provides frontline technical support to business clients by responding to service requests and resolving issues related to hardware, software, hosted voice, and networking systems. This role requires both remote and on-site troubleshooting, equipment setup, and strong client-facing communication skills. The technician ensures prompt, professional support that aligns with service level agreements and company standards. This role requires that candidates live in proximity to our Haviland office.

Essential Duties and Major Responsibilities:

Client Support & Communication – 40%

• Act as the initial point of contact for client technical issues.
• Respond to service tickets, phone calls, and emails; diagnose and resolve Level 1 issues efficiently.
• Maintain clear, professional communication to gather problem details and provide timely updates and resolutions.
• Build trust through courteous, solution-oriented interactions and follow-ups.
• Represent the company professionally during all client interactions, especially during on-site visits.

Technical Troubleshooting & Escalation – 30%

• Provide on-site and remote technical support to business clients for desktops, laptops, and basic network issues.
• Escalate unresolved or complex issues to Tier 2 or Tier 3 support in a timely manner.
• Assist with basic troubleshooting of network connectivity issues including cabling, routers, switches, and wireless access points.
• Support device setup and testing under the direction of senior technicians or engineers.

System Setup, Maintenance & Inventory – 20%

• Install, configure, and maintain operating systems, standard business applications, and peripherals.
• Deploy new IT equipment and ensure it is properly set up according to client requirements.
• Perform routine updates, patching, antivirus monitoring, and preventive maintenance tasks.
• Support backup procedures and ensure systems are functioning within expected parameters.

Documentation & Compliance – 10%

• Maintain accurate records of support tickets, solutions provided, and time spent on tasks.
• Track and document hardware and software inventory, installations, and replacements.
• Follow safety and security protocols while working in client environments.

Assists with other duties as assigned.

Education:

• High school diploma or equivalent required.
• Associate degree in Information Technology, Computer Science, or a related field preferred.
• 1–2 years of IT support experience, preferably in a field service or MSP environment.
• IT Professional certifications, such as cybersecurity, CompTIA A+, or CompTIA Networking, are recommended.
  

Specialized Skills and Type of Experience Needed to be Successful:

• Proficiency in Windows OS, Microsoft 365, and basic networking concepts.
• Familiarity with help desk/ticketing systems and remote support tools.
• Basic understanding of firewalls, switches, and wireless networks.
• Valid driver’s license required.
• Excellent knowledge of networks, PC, and desktop hardware.
• Working knowledge of desktop and server operating systems and applications (such as Microsoft Exchange and Active Directory).
• Proficient in eEnterprise patching rollouts/monitoring/updates.
• Experience with printers, scanners, and other peripherals.
• Good understanding of modern computer and network security practices.
• Advanced problem-solving skills, to manage complex situations with multiple layers and arrive at a solution, anticipating needs now and into the future.
• Flexibility to work outside normal hours for critical issues or scheduled project work.

Job Competencies:

Core Value: Work as a Team

Teamwork

Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.

Oral Communication and Written Communication

Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; writes clearly and informatively; Edits work for spelling and grammar; Able to read and interpret written information. Ability to communicate with clients or customers.

Core Value: Do the Right thing Right

Customer Service

Manages difficult or emotional customer situations; Responds promptly to customer needs; solicits customer feedback to improve service; Responds to requests for service and assistance; meets commitments.

Reasoning and Problem Solving

Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.

Core Value: Embrace Opportunity

Use of Technology
Demonstrates required skills; adapts to new technologies; troubleshoots technological problems; uses technology to increase productivity; keeps technical skills up to date.

Supervisory Expectations:

The position does not have any regular responsibility for overseeing or supervising the work of other team members.

Independence of Action:

Supervisor/manager monitors work progress; incumbent follows precedents and procedures and may set priorities and organizes work within general guidelines established by supervisor/manager.

Physical Demands and Work Environment: : (The phrases "occasionally," "regularly," and "frequently" correspond to the following definitions: "occasionally" means up to 1/3 of working time, "regularly" means between 1/3 and 2/3 of working time, and "frequently" means 2/3 and more of working time.)

• The work environment is an office environment. The employee must complete their work satisfactorily in an environment where there are significant distractions, including staff, clients, and vendors walking through and conversing, telephones ringing, conversations carrying over, loud noises, and interruptions to answer questions from others.
• The physical demands described here represent those that an employee must meet to perform the essential functions of this job successfully. In many cases, reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is occasionally required to remain in a stationary position, often standing or sitting for prolonged periods. The employee is frequently required to ascend or descend ladders, stairs, scaffolding, ramps, poles and the like, move self in different positions to accomplish tasks in various environments including tight and confined spaces, move about to accomplish tasks or move from one worksite to another, communicate with others to exchange information, repeat motions that may include the wrists, hands and/or fingers, and assess the accuracy, neatness and thoroughness of the work assigned.
• The employee must maintain a clean driving record and be able to pass insurability guidelines for drivability.
• While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel objects, tools, or controls. The employee frequently is required to talk or hear. The employee is occasionally required to stand, walk, reach with hands and arms, and stoop, kneel, crouch, or crawl.
• The employee must regularly lift and/or move up to 15 pounds and should do so soundly and safely. This job's specific vision abilities include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

A Little About Us:

Haviland Broadband has been connecting residential and business customers to what’s important for over 75 years. Our primary services are superior internet and telephone services, with a growing emphasis on business communications and services. We pride ourselves on keeping our processes simple and our service at a caliber of personalization and reliability one would expect from a local company. Haviland Broadband is headquartered in Haviland, Kansas with a satellite office in Conway Springs, Kansas and serves 14 communities between Kiowa and Sumner Counties and is currently expanding operations into the Wichita metro area. Haviland Broadband is a locally managed subsidiary of LICT Corporation out of Rye, NY.

Why Haviland Broadband?

• Collaborative leadership team poised for growth
• Employee-centric and family oriented
• Ability to work independently without being micromanaged
• Corporately owned, but continues to operate from its roots as a family-based company
• Longevity and stability for a long-term career

Benefits: Come work for a local, family-friendly company. We offer:

• Paid Holidays
• Paid Time Off (PTO) for Vacation, Personal and Sick time
• Family-plan health insurance with company-funded HSA and HRA accounts
• 401(k) plan with company matching
• Free home internet connection if you live within our service area, or reimbursement if you live outside of our service area
• Free company cell phone plan, or reimbursement if you choose to keep your existing plan
• Company vehicle provided, to also be driven to/from the workplace