Level 1 Support Technician

Are you looking for an engaging and dynamic workplace where you can utilize your skills as a Level 1 Support Technician? If so, you might be a great fit for our team at The Miller Group! We are currently seeking a Level 1 Support Technician who will handle service requests and resolve or escalate service requests to upper-level support staff.

This role requires a self-starter who is able to multitask and respond to assigned service requests while respecting the Service Level Agreements. The Level 1 Support Technician will also provide technical support using email, telephone and remote tools for various hardware and software applications.

A successful applicant will possess superior customer service skills and thrive in a diverse and varying customer environment. Furthermore, applicants should be well-versed in computer/technical skills, have an eagerness to learn, be team-oriented and have a strong commitment to excellence. Experience with a Managed Services Provider company (MSP) is preferred.

Employment Type: Full-time, intermediate level with potential for advancement

Hours: Monday through Friday, 8:00 am – 4:30 pm

Work Environment: Hybrid (scheduled days from home and the office)

General Responsibilities:

  • Promptly responding to client inquiries received at the Support Desk (by phone, email or various communication tools) and accurately diagnosing, prioritizing and documenting the service requests in our ticketing system
  • Gather and analyze information about the customer issue and determine the best way to resolve problem directly or by escalating and dispatching other resources
  • Remote troubleshooting and diagnosis of hardware, software, network, and printing problems
  • Provide first-line software support and work as software support liaison through vendor relationships
  • Perform general maintenance on hardware and software in MS Windows and Apple OS environments to install, troubleshoot and maintain TCP/IP WAN/LANs and networked devices
  • Perform virus/malware detection and removal
  • Must be able to communicate critical information with technical and non-technical customers in a courteous and professional manner
  • Provide limited onsite client service as required
  • Receive and document technical equipment as it’s delivered
  • Replace computer hardware as failures occur
  • Initial setup and configuration of new user and new computer hardware for client sites
  • Documentation and data entry — adding entries into a documentation database as needed


  • Strong experience with Windows 7/8/10/11/MacOS
  • Experience with Windows Server Environments 2012(R2)/2016/2019 including Active Directory
  • Microsoft Office 2007/2010/2013/2016/2019 experience including Outlook
  • Proficient in Microsoft 365 management (Exchange Online, Azure Active Directory, etc)
  • Understanding of core networking technologies including DNS, DHCP, and VPN
  • Experience with email setup/configuration (IMAP/ SMTP/ POP)
  • Experience using a help desk ticketing system or PSA tool, preferably Autotask
  • Familiarity with backup administration and disaster recovery processes (cloud, BDR, File Backup)
  • Experience using remote support tools
  • Applying solutions found in the knowledge base and detecting trends from previous customer inquiries
  • Above average written and verbal communication skills

Other Beneficial Skills:  

  • RMM tool experience, preferably Autotask/Datto
  • SonicWALL, Ubiquiti, Linksys, and Cisco networking equipment
  • Virtualization experience (Hyper-V)
  • Scripting experience
  • VOIP experience

Requirements for consideration:  

  • Associate degree or equivalent education and work experience required
  • Minimum 3 years of experience
  • Microsoft Certified Professional (MCP) Preferred
  • Ability to identify and solve problems with limited supervision
  • Comfortable asking for help and escalating tickets
  • Strong problem-solving skills
  • Thorough attention to detail
  • Ability to work in a team-oriented environment
  • Excellent time-tracking and submission of detailed activities with clients for invoicing purposes
  • Ability to safely lift 50 lbs
  • Good understanding of security principles and practices
  • Desire to provide outstanding customer experience


  • 100% Paid Health Insurance
  • Company Cell Phone
  • 401K Match
  • Annual Profit Sharing
  • Quarterly Bonuses
  • Life Insurance
  • Short-Term Disability Insurance
  • Company Car for Onsite Service Calls
  • Paid Time-Off & Holidays


This position may require some travel around the Saint Louis metro area. Therefore, a reliable vehicle is required. The Miller Group will provide a company vehicle for use to and from the client's location.