Tier 1 Support Technician – MSP Experience Required

About the role

PCG Systems is seeking a Tier 1 Support Technician with solid Managed Services Provider (MSP) experience to join its on‑site team in the Denver Metro area. You will be the first point of contact for client issues, delivering fast, professional, and documented support.

Key responsibilities

• Answer client support requests via phone, email, and ticketing system.
• Own Tier 1 tickets from intake through troubleshooting, resolution, and documentation.
• Troubleshoot Windows and macOS workstation problems.
• Support Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint) and perform basic Exchange administration.
• Handle password resets, MFA issues, and user account management.
• Perform basic Active Directory/Entra ID user administration.
• Diagnose printer, scanner, peripheral, and endpoint issues.
• Conduct basic network troubleshooting (Wi‑Fi, VPN, DNS, DHCP, connectivity).
• Assist with user onboarding/off‑boarding, workstation setup, and device deployments.
• Escalate complex issues appropriately and maintain clear documentation.

Required profile

• Minimum 1 year of hands‑on MSP experience in a ticket‑driven, multi‑client environment.
• Proven ability to troubleshoot common user, workstation, Microsoft 365, and basic network issues.
• Professional communication skills and a client‑focused attitude.
• Strong adherence to processes, clear documentation, and proper escalation.

Required skills

• Windows operating system
• macOS
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, Exchange)
• Active Directory / Entra ID
• Wi‑Fi, VPN, DNS, DHCP
• Printer and peripheral troubleshooting
• Ticketing system usage
• Basic PSA (Professional Services Automation) tools

What we offer

• Base salary $52,000 – $62,000 per year plus performance‑based bonuses.
• Opportunities for rapid career growth toward Tier 2 roles.
• White‑glove, fast‑response IT environment with strong team culture.