IT Service Desk Technician - Level 1
CIO Technology Solutions · Tampa, Hillsborough County ·
- Category
- Support
- Experience
- 1+ years
Level 1 service desk technician at a Tampa-based MSP, providing first-line IT support to clients: troubleshooting Windows desktops/servers, handling Active Directory and Microsoft 365 account issues, supporting devices/peripherals, logging tickets, and escalating complex problems.
About CIO Tech
We’re a Tampa-based MSP known for responsiveness and reliability. We hire for work ethic, ownership, and attention to detail as much as technical skill. We promote from within and give motivated techs room to grow.
Our team genuinely enjoys solving problems and building relationships. Our clients know us as approachable, responsive, and reliable, and we expect the same from every team member. We keep things professional, but never stiff. You’ll find team lunches, company events, and a business-casual environment where your personality is as important as your technical skills.
What You’ll Do
As a Service Desk Technician (Level 1), you’ll provide first-line support for our clients’ IT needs, ensuring smooth day-to-day operations while delivering exceptional customer service.
How you’ll succeed
- Strong work ethic and follow-through
- Attention to detail, checklists, and verification before closure
- Clear, plain-language communication with customers and teammates
- Growth mindset: learns fast, asks good questions, adapts to new tools and processes
Key responsibilities include:
- Troubleshoot and support Microsoft Windows desktop and server technologies.
- Assist with password resets, account lockouts, and access requests (e.g., Active Directory, Microsoft 365, email).
- Provide support for desktops, laptops, mobile devices, and peripherals (printers, monitors, etc.).
- Assist clients with technical issues and provide guidance on best practices.
- Accurately log, categorize, and prioritize all incidents and service requests in the ticketing system.
- Escalate complex issues promptly when necessary.
- Deliver fast, professional, and friendly support to end-users, IT managers, and executives.
Qualifications:
- Bachelor’s Degree in a business or technology-related field or equivalent work experience.
- 1+ year of experience supporting 50+ users in a Windows desktop/server environment.
- Hands-on experience with Microsoft desktop technologies; exposure to Windows Server, Active Directory, and networking fundamentals (IP addressing, DNS, DHCP, VPN, Wi-Fi troubleshooting).
- Strong communication skills (verbal and written).
- Excellent customer service mindset with the ability to stay calm under pressure.
- A proactive attitude with a desire for continuous learning and professional growth.
- Ability to prioritize and multitask in a fast-paced, client-focused environment.
- Understanding of antivirus, backup systems, and remote monitoring/management (RMM) tools.
- Familiarity with ticketing systems and ITIL-based service management practices.
Benefits
- Paid Time Off – 15 days in your first year, plus holidays.
- Retirement Plan – IRA with company match.
- Insurance – Comprehensive medical, dental, vision, life, and ancillary coverage.
- Perks – Company events, team lunches, referral bonuses, and business casual environment.
- Community Engagement – Paid volunteer time to give back to the causes you care about.