Msp Service Desk & Field Technician – Level 1.5

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Service Desk & Field Technician – Level 1.5
Department: Service & Support
Reports To: Service Manager
Employment Type: Full‑Time
Location: Hybrid – Remote, Office, and Client On‑Site

Position Overview
Symmetric IT Group is seeking a Service Desk & Field Technician – Level 1.5 to support our growing managed services client base. This role is ideal for a technician who has mastered Level 1 fundamentals and is ready to handle moderately complex issues independently, while continuing to grow toward Level 2 responsibilities.
This position serves as a front-line problem solver, providing excellent client support remotely and on-site, maintaining strong documentation, and escalating appropriately when necessary.

Key Responsibilities:
Service Desk & Remote Support

Respond to service requests via ConnectWise Manage PSA (phone, email, tickets)
Troubleshoot and resolve Level 1+ / early Level 2 issues, including:

Microsoft 365 (Outlook, OneDrive, SharePoint, Teams)
Windows 10/11 workstation issues
Printers, peripherals, and basic hardware failures
User access, MFA, password, and account-related issues

Document all work clearly and accurately, including time entries and resolution notes

Field & On‑Site Support

Perform scheduled and ad‑hoc on‑site support for client locations
Handle workstation deployments, replacements, and troubleshooting
Assist with basic networking tasks (cabling, patching, device swaps)
Be a professional, client‑facing representative of Symmetric IT Group

Escalation & Collaboration

Resolve issues independently when possible
Escalate appropriately after reasonable troubleshooting time
Work closely with senior technicians and engineers to learn and grow
Follow internal SOPs, escalation paths, and service workflows

Technical Skills & Experience
Required

1–3 years of experience in an MSP or professional IT support environment
Solid understanding of:

Windows OS troubleshooting
Microsoft 365 admin/user support
Basic networking concepts (LAN/WAN, DNS, DHCP)

Experience using a PSA/ticketing system (ConnectWise preferred)
Strong documentation and communication skills

Preferred

MSP experience (highly preferred)
Familiarity with:

RMM tools
Endpoint security concepts
Backup tools and basic restore workflows

Relevant certifications (A+, Network+, or similar)

Expectations & Performance Standards

Maintain accurate time entries and ticket documentation
Meet or exceed SLA requirements
Communicate proactively with clients and internal team members
Follow Symmetric IT Group’s service processes and core values
Show initiative, accountability, and a desire to grow technically

Core Values Alignment
All team members at Symmetric IT Group are expected to demonstrate:

Take Pride in What You Do
Be a Team Player
Have Self‑Motivation
Genuinely Care for Cothers

Growth Path
This role is designed as a stepping stone toward a Level 2 Technician position, with mentoring, hands‑on learning, and exposure to more advanced systems and projects.

Pay: $28.85 - $31.25 per hour

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance

Work Location: Hybrid remote in Tampa, FL 33626