Tier 1 Service Technician

Job Description

About the Role

Expected Hours: 40 per week Work Environment: Hybrid (2 days onsite / 3 days remote)

We are seeking a Tier 1 Service Technician to join our team as the first point of contact for client support requests. You will play a vital role in resolving technical issues, ensuring a smooth user experience, and maintaining a high standard of customer service. This is a hybrid role, with two days per week onsite in an educational environment supporting classroom technology, and three days remote, handling service tickets and inbound calls.

Key Responsibilities

Provide first-line technical support via phone, email, and chat

Troubleshoot and resolve basic hardware and software issues, including:

Password resets and account lockouts

Software installation and configuration

network connectivity problems

VPN troubleshooting

Email and application troubleshooting

Support Microsoft 365 and Google Workspace environments

Chromebook troubleshooting, enrollment, and policy enforcement

User account and mailbox support (Microsoft & Google Admin Consoles)

Assist with classroom technology including projectors, printers, and smart boards

Document all client interactions accurately in the ticketing system

Escalate unresolved or complex issues to senior technicians or engineers

Maintain a professional and courteous approach with clients and team members

Participate in team meetings and training sessions to build technical knowledge

Qualifications

2–3 years of experience in a help desk or technical support role (preferred)

Experience supporting end users in education or K–12 environments is a plus

Must be at least 18 years old and able to pass a criminal background check

Must have reliable high-speed internet for remote work

Technical Skills

Strong understanding of Windows and macOS operating systems

Familiarity with Microsoft 365 administration and applications (Outlook, Teams, OneDrive)

Experience supporting Google Workspace and managing Chromebooks

Basic networking knowledge (TCP/IP, DNS, DHCP)

Experience with remote support tools (e.g., TeamViewer, ConnectWise, Remote Desktop)

Knowledge of common classroom technology (e.g., printers, displays, smart boards)

Customer Service Skills

Excellent verbal and written communication

Strong troubleshooting and problem-solving skills

Ability to explain technical concepts clearly to non-technical users

Patience, empathy, and professionalism in client interactions

Other Requirements

Strong work ethic and attention to detail

Ability to work independently and collaboratively

Effective time management and organizational skills

Reliable transportation to commute onsite 2 days per week

Benefits

401(k) with company match

Health, dental, and vision insurance

Life insurance

Holiday pay

Company Description

Datapath is a nationally recognized pioneer of technology and innovation. Since 2005, companies, schools, and government agencies have relied on Datapath for innovative solutions, cybersecurity, and professional and managed IT services. Datapath is committed to being a knowledgeable and insightful technology partner for businesses, ensuring their security and success.

Full-time

Hybrid remote