IT Support Technician (Tier 1 Help Desk)

About Framework IT
Framework IT is Chicago's premier IT Managed Service Provider on a mission to reinvent how technology is serviced. With remarkable growth year over year, we're built on a client-first philosophy that focuses on understanding business needs first, then designing the right support solutions.
We believe in working together to grow together. Our investment in the health, happiness, and career development of our team fuels the innovation that shapes how technology enhances the world around us.

The Opportunity
We're seeking an IT Support Analyst I to deliver responsive, high-quality technical support to our clients. This role is the perfect blend of technical troubleshooting and exceptional customer service. You'll be the first line of support, helping end-users solve problems, onboard new clients, and ensuring our service delivery remains best-in-class.

Work Model: Hybrid schedule with mostly work-from-home flexibility, some scheduled office time, and up to 25% onsite visits to client locations.

• Handle service tickets and incoming hotline calls with expert care
• Communicate clearly with clients on ticket status, progress, and resolutions
• Prioritize by urgency and follow internal workflows to ensure timely resolution
• Test all work thoroughly and involve clients in acceptance testing

• Support connectivity and email (Internet, applications, file shares, POP3, IMAP, Exchange)
• Provide workstation support: hardware, OS patches, drivers, and OS rebuilds
• Deliver PC/Mac and printing support across various end-user applications
• Fulfill moves, adds, and changes while maintaining existing systems

• Deploy remote monitoring and management tools during client onboarding
• Train end-users on opening tickets and engaging with support services

• Pre-configure and install equipment for onsite deployments
• Document all new equipment and account information thoroughly

• Create comprehensive documentation, checklists, training materials, and standards
• Submit timely, accurate timesheets with appropriate billable detail
• Participate in occasional on-call coverage (approximately once per quarter)

• 1-2 years of IT troubleshooting experience supporting computers, networking, or server infrastructure
• Strong knowledge of PC/Mac, printing, end-user applications, and basic networking/server support
• Experience with cabling, ISP installation, WLAN, antivirus, mobile devices, and email
• Excellent communication skills with a service-oriented mindset
• Ability to lift and move light hardware (up to 50 lbs)
• Valid driver's license and reliable vehicle
• High School Diploma/GED
• Flexibility for hybrid schedule and extended support hours as needed

• Certifications: A+, Network+, MCP, or CCENT
• MSP Experience: Minimum 1 year at a Managed Service Provider
• PSA Platform: Familiarity with ConnectWise suite
• AI Usage: Familiarity with using AI tools

• Timely ticket resolution with clear, consistent client communication
• High-quality documentation and adherence to workflows
• Successful tool deployments with positive user feedback
• Proactive issue prioritization and follow-through
• Reliable onsite and on-call participation
• Accurate, punctual timesheet submission

• Medical, Dental, and Vision insurance
• 401(k) with partial company match
• Generous PTO and Flex-day policy
• Free parking (when in office)

• Teamwork: We work together and for one another.
• Pride: We believe in the importance of our work.
• Dynamic: Life is always teaching, so we will continue learning.
• Integrity: We believe successful relationships require honesty.
• Open Minded: We are open to new ideas.