Position: Tier 1 IT Support Technician

Reports To: Support Manager and Tier I Support Lead

Location: Chino, CA

Hours: Monday - Friday, 8:00 AM - 5:00 PM

Compensation: $18/hour (Full-time, biweekly pay) + Bonus eligibility

Benefits: Vacation (80 hours), Sick Leave (40 hours), 2 Personal Days, Medical/Dental/Vision (after 90 days)

Job Purpose

Provide front-line technical support to Vertical IT Solutions customers and internal staff. The role requires handling support tickets, performing on-site and remote installations, and ensuring timely resolution of technical issues. The technician acts as an extension of the clients internal IT team, delivering reliable and customer-focused support.

Key Responsibilities

Respond to and resolve support tickets via Autotask, email, and phone.

Perform installations (VoIP, emergency internet, servers, networking equipment, etc.).

Troubleshoot and maintain equipment covered under service agreements.

Accurately document all work, solutions, and client interactions.

Act as a trusted IT resource for Vertical IT Solutions customers, addressing diverse technical needs.

Performance Expectations

Respond to all tickets within SLA requirements.

Correctly categorize non-service agreement tickets.

Document all relevant technical and client information.

Close a minimum of 55 SLA tickets per month.

Log a minimum of 80 billable hours per month.

Uphold company core values: Be early, communicate clearly, focus on solutions, pay attention to detail, own your work, show humility, and walk in love.

Bonus Structure

Bonus begins at 71 SLA tickets closed per month.

$25 per ticket for every ticket closed beyond 70.

Qualifications

Basic knowledge of IT support (Windows OS, networking, hardware troubleshooting).

Familiarity with VoIP, server setups, and networking equipment preferred.

Strong documentation and communication skills.

Ability to manage multiple tickets and tasks under defined SLAs.

Customer-focused mindset and team-oriented approach.

Vertical IT Solutions Inc

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