Role Description The Tier 1 IT Support Technician will primarily be responsible for preparing, deploying, and installing desktop and laptop workstations for our managed services clients. This role also provides first-level technical support, documents work performed, and escalates issues when necessary. The ideal candidate has experience working in a Managed Service Provider (MSP) environment and is comfortable using industry-standard RMM and PSA platforms. - Configure, deploy, and install Windows desktop and laptop workstations. - Perform workstation replacements, upgrades, and migrations. - Configure Microsoft 365 accounts, Outlook, OneDrive, Teams, and related applications. - Join computers to Microsoft Entra ID (Azure AD) or Active Directory domains. - Install and configure business software and peripherals. - Document work performed and maintain accurate client records. - Utilize ConnectWise Manage. - Use NinjaOne (Ninja RMM). - Troubleshoot basic Windows, networking, and Microsoft 365 issues. - Provide professional onsite and remote customer support. - Escalate complex issues. - Follow SOPs. Qualifications - Minimum 1 year of experience working for an MSP. - Experience with ConnectWise Manage preferred. - Experience with NinjaOne (Ninja RMM) preferred. - Proficient with Microsoft 365. - Knowledge of Windows 11. - Familiarity with Active Directory and Microsoft Entra ID. - Basic networking knowledge. - Excellent customer service. Benefits - Health Care Plans (Medical, Dental & Vision) - Retirement Plan and Matching (Simple IRA) - Paid Time Off (Vacation, Sick, and Public Holidays) - Full-Remote Work from Home

• Own resolution of technical issues for a portfolio of enterprise customers • Serve as primary point of accountability for customer accounts • Investigate and resolve complex production issues independently • Take ownership of minor-to-moderate configuration changes • Write clear professional incident summaries and root-cause explanations • Act as initiator and advocate for AI-assisted ways of working • Contribute to a culture of continuous improvement

• Ensure accurate, consistent application of ASC 606 through analysis of complex deals and contract modifications • Complete all required month-end close activities including revenue recognition, journal entries, and management reporting • Maintain technical accounting memoranda and revenue policies under ASC 606 • Prepare and assess technical revenue workbooks and analyze revenue fluxes • Identify, evaluate, and implement automation improvements to enhance efficiency and accuracy of technical revenue assessments • Lead audit support and SOX control documentation for revenue

• Deliver outstanding technical support via emails and chats • Build strong and lasting customer relationships • Keep up with evolving tools and technology • Handle sensitive customer data with care and security • Apply the latest and greatest customer happiness practices • Maintain deep understanding of client solutions and meet KPI • Communicate with developers and cross-functional specialists.