Level 1 / Professional Services Technician

About Scale

Scale Technology is a fast-growing managed IT and cybersecurity company based in Little Rock, Arkansas. Our mission is simple: Nothing Holds You Back.

We partner with small and mid-sized businesses to eliminate technology friction, protect against threats, and build infrastructure that scales with them.

We believe proactive, relationship-driven IT support is the foundation of every thriving business. When technology just works, our clients get their time back to focus on what matters most.

About the Role

The Level 1 / Professional Services Technician is the face of Scale Technology for our clients.

You are the first point of contact for reactive support while also performing onsite visits, hardware deployments, and project work. This is a dual-track role for someone who thrives in both structured environments and fast-paced support situations.

Daily Duties & Responsibilities

Client Support & Ticket Management

• Serve as the first point of contact via phone, email, and portal
• Triage and prioritize tickets using ConnectWise
• Resolve Level 1 issues (password resets, M365 access, printers, endpoints)
• Escalate complex issues with thorough documentation
• Manage client expectations and communication

Professional Services & Project Work

• Perform onsite hardware deployments and workstation setups
• Execute new employee onboarding (devices + M365 setup)
• Assist with cabling and network equipment installs
• Configure and image workstations using standard builds

Documentation & Process

• Maintain detailed ticket notes and time entries
• Update runbooks and SOPs
• Contribute to internal knowledge base

Metrics & Performance

• Maintain SLA response and resolution times
• Track KPIs like ticket closure rate and RHEM
• Participate in team huddles and reviews

Preferred Skills & Qualifications

• 1+ year in IT support or helpdesk
• Windows 10/11 and Microsoft 365 proficiency
• Networking fundamentals (DNS, DHCP, TCP/IP, VLANs)
• Experience with RMM/PSA tools (ConnectWise preferred)
• Strong communication skills
• Self-starter with strong time management
• Valid driver’s license

Bonus Points

• Azure AD / Intune exposure
• Managed security tools experience
• MSP experience
• Certifications (A+, Network+, Security+)

Why Scale

• Competitive salary + performance bonus
• Paid certifications and development
• Clear career path (L1 → L2 → Admin → vCIO)
• High client exposure and mentorship
• Company-provided tools and tech