IT Service Desk Level 1 Engineer

The Level 1 Field Services Technician provides front-line technical support for client systems, devices, and networks within Eakes’ Managed IT division. This role is responsible for handling day-to-day service tickets, performing basic troubleshooting, and assisting in the maintenance of IT environments for our managed clients.

Ideal candidates will have some experience working in a Managed Service Provider (MSP) environment and be familiar with key tools such as ticketing systems, Remote Monitoring & Management (RMM) platforms, and Microsoft 365 administration. The position involves supporting desktops, laptops, printers, and network-connected devices, as well as escalating more complex issues to senior engineers when appropriate.

This is a full-time position with wages based on experience and certifications. The ideal candidate is detail-oriented, eager to learn, and comfortable working both independently and alongside other technical staff in client-facing situations.

• · Contribute to a workplace culture consistent with Eakes’ mission, vision, and values.
  · Demonstrate strong interpersonal and communication skills to ensure excellent client satisfaction.
  · Respond to and resolve service tickets in the company’s PSA/ticketing system, ensuring all work is properly documented and time-tracked.
  · Use Remote Monitoring and Management (RMM) tools to review alerts, perform maintenance tasks, and assist with patching or updates.
  · Provide Level 1 technical support for desktops, laptops, printers, and network-connected devices in both onsite and remote settings.
  · Assist senior engineers with network and server maintenance, deployments, and troubleshooting.
  · Support users with Microsoft 365 account management, email setup, and related productivity tools.
  · Perform basic diagnostics for connectivity, performance, and software issues, escalating complex cases when appropriate.
  · Maintain accurate asset and configuration documentation within internal systems.
  · Follow established workflows and contribute to the improvement of documentation, checklists, and standard operating procedures (SOPs).
  · Participate in scheduled on-call rotations or after-hours maintenance windows as needed.
  · Demonstrate professionalism and high emotional intelligence (EQ) when interacting with customers and peers.
  · Stay current on emerging technologies, MSP tools, and best practices through ongoing learning and training opportunities.
  · Perform other duties and assist with projects as assigned by management or senior technical staff.

OTHER DUTIES AS MAY BE ASSIGNED

• · Certification in at least one IT discipline relevant to this position (e.g., CompTIA A+, Network+, Microsoft certification, etc).
  · 2–3 years of hands-on IT support experience, preferably in a Managed Service Provider (MSP) or multi-client environment.
  · Familiarity with common MSP tools such as ticketing systems, Remote Monitoring & Management (RMM) platforms, and remote support utilities.
  · Basic understanding of Microsoft 365 administration, Windows operating systems, and standard business network environments.
  · Strong written and verbal communication skills, with the ability to clearly document work performed and communicate effectively with clients and teammates.
  · Self-motivated and able to work independently while following established processes and escalation paths.
  · Valid driver’s license and reliable transportation for on-site client visits.
  · Willingness to occasionally work evenings or weekends during scheduled maintenance or on-call rotations.

  Preferred Qualifications:
  We are willing to provide additional training on the technologies and services below, but you should already have a solid understanding of core IT support fundamentals.

  · Basic understanding of Windows Server environments (2016 and newer), including common functions such as user management, file shares, and permissions.
  · Familiarity with Active Directory, Group Policy, DNS, and DHCP concepts and how they relate to day-to-day troubleshooting.
  · Experience installing Windows updates, security patches, and basic system maintenance on desktops and laptops.
  · General knowledge of networking concepts such as IP addressing, subnetting, and connectivity troubleshooting.
  · Exposure to configuring or supporting common network hardware (switches, routers, wireless access points).
  · Experience working with security firewalls or UTM devices (WatchGuard, Meraki, or similar) is a plus.
  · Familiarity with Microsoft 365 administration (licensing, mailbox setup, password resets, MFA configuration).
  · Understanding of backup concepts and data recovery basics (local and cloud-based).
  · Exposure to VoIP or cloud-hosted phone systems preferred.
  · Ability to learn new technologies quickly and apply that knowledge in client environments.
  · Comfortable working both independently and as part of a team, occasionally assisting or learning from senior technicians.
  · Able to lift, push, and pull IT equipment up to 50 pounds when deploying or servicing hardware on-site.