Level 1–2 IT Support Technician

About the role

SM Tech Solutions — Brooklyn, NY Full-time · In-office SM Tech Solutions is looking for a motivated IT Support Technician to join our Brooklyn team. We provide managed IT, cybersecurity, and cloud services to business clients. If you enjoy troubleshooting, helping people, and developing your technical skills, we’d like to hear from you. Primary Responsibilities Provide Level 1 and Level 2 technical support to business clients. Troubleshoot Windows desktops, laptops, software, printers, and other peripherals. Support Microsoft 365 applications, including Outlook, Teams, and OneDrive. Assist with user accounts, password resets, permissions, and multi-factor authentication. Troubleshoot internet connectivity, Wi-Fi, VPNs, and basic networking issues. Set up workstations, install software, and assist with employee onboarding and offboarding. Assist senior technicians with server support, Microsoft 365 administration, and IT projects. Maintain clear ticket notes, document troubleshooting steps, and escalate issues when needed. Communicate professionally with clients and keep them informed throughout the support process.

Requirements

• Previous IT support experience or relevant hands-on technical training preferred.
• Working knowledge of Windows and Microsoft 365.
• Basic understanding of networking, including TCP/IP, DNS, DHCP, and VPNs.
• Strong spoken and written English for client communication and ticket documentation.
• Ability to explain technical issues clearly to users with varying levels of technical knowledge.
• A logical troubleshooting approach and willingness to research unfamiliar problems.
• Reliability, attention to detail, and the ability to manage multiple support requests.
• Ability to work independently while recognizing when to ask for assistance.
• Helpful Experience
• Experience with Windows Server, Active Directory, Entra ID, Intune, Remote Desktop environments, or MSP support tools is a plus. Relevant IT certifications are welcome.
• What We Offer
• Opportunities to learn, develop your skills, and grow professionally.
• Hands-on experience with business IT, cloud services, and cybersecurity.
• The opportunity to work alongside an experienced IT team.

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