Network Technical Support Tier 1

Description

Job Description:

• Position: Technical Support Specialist (Level 1)

Department: IT

Location: Corporate Office

• Reports To: Director of IT
• Employee Status: Full Time, Hourly

Overview:
The Level 1 Technical Support Specialist provides first-line support for employees and customers by responding to service requests, troubleshooting issues, and escalating complex problems as needed. This role requires strong communication skills, attention to detail, and the ability to document solutions for future reference. In addition to software and hardware support, the role may include light network cabling and assisting with onsite technology setups.

Key Responsibilities

• Serve as the first point of contact for IT support requests via phone, email, or ticketing system.
• Log, track, and resolve support tickets in a timely manner, ensuring service level agreements (SLAs) are      met.
• Troubleshoot and resolve hardware, software, and network connectivity issues.
• Escalate unresolved or complex issues to senior administrators or specialized teams.
• Assist with installing, configuring, and maintaining desktops, laptops, printers, and mobile      devices.
• Perform basic network troubleshooting, including connectivity and cabling checks.
• Support onboarding and offboarding of employees (accounts, permissions, equipment setup).
• Document solutions, processes, and standard troubleshooting steps in the knowledge base.
• Participate in system monitoring and ensure alerts are reviewed and addressed.
• Collaborate with team members to improve support procedures and user experience.
• Onsite Customer fieldwork (cabling, installation, onsite diagnostics). 

Requirements

Qualifications & Requirements

• Associate degree in Information Technology, Computer Science, or related field; or equivalent work      experience.
• 1–2 years of technical support experience (helpdesk, desktop support, or similar).
• Basic understanding of networking (TCP/IP, DNS, DHCP).
• Familiarity with Microsoft Office 365, Windows OS, and common business applications.
• Experience running or troubleshooting basic cabling (preferred, not required).
• Strong problem-solving and analytical skills.
• Excellent written and verbal communication skills, with strong customer service focus.
• Ability to manage multiple tasks, prioritize effectively, and work independently or as part of a team.

Preferred Skills

• Exposure to virtualization platforms (VMWare, Hyper-V).
• Experience with Active Directory and Exchange administration.
• Familiarity with ticketing systems and ITIL concepts.
• Basic knowledge of firewalls or security best practices.

Technologies

• Web Services, DNS, FTP, DHCP, HS, Apache
• Networking (Cisco, Sonicwall, TCP/IP)

· Hypervisor (Vmware/Kvm/Hyper-V)

• Email (MS Exchange/Office 365)
• Firewall (Micorsoft, IPTables, Cisco ASS, Sonicwall, HA Pair Configurations)
• Microsoft Server, Linux, Ubuntu

Work Conditions

• Standard schedule: Monday–Friday, 8:00 a.m.–5:00 p.m.
• Participation in on-call rotation for after-hours support.
• Occasional evenings or weekends required for maintenance/upgrades.
• Work may involve sitting for extended periods and using hands/fingers to operate computers and related      equipment.
• Occasional travel to current and potential customer sites

About Bach Homes:

Founded in 2006, Bach Homes is a rapidly growing homebuilder that specializes in both single family homes and multi-family apartment projects. Over the years, they have diversified and expanded adding divisions for an Excavation company, Property Management company, Land Development company, Home Furnishings company, and an Internet company.

Bach Team is committed to workforce diversity. All candidates, veterans, and individuals with disabilities are encouraged to apply.