Level 1 / Professional Services Technician

Little Rock, Arkansas. Be the first line of support and the face of our client experience.

About the Role

This dual-track role combines reactive support with onsite project work. You will serve as the primary client contact for helpdesk matters while executing hardware deployments and professional services assignments. If you thrive in both structured environments and fast-paced support situations, this role is for you.

Core Responsibilities

Client Support and Ticket Management

  • First point of contact via phone, email, and support portal
  • Ticket triage and prioritization using ConnectWise
  • Resolution of foundational issues including password resets, M365 access, printer troubleshooting, and endpoint problems
  • Complex issue escalation with comprehensive documentation
  • Client expectation management

Professional Services and Project Work

  • Onsite hardware deployment and workstation setup
  • New employee onboarding (device configuration and M365 setup)
  • Network equipment installation and cabling assistance
  • Workstation imaging using standardized builds

Documentation and Process

  • Detailed ticket notation and time tracking
  • Runbook and SOP updates
  • Internal knowledge base contributions

Required Qualifications

  • Minimum 1+ year IT support or helpdesk experience
  • Windows 10/11 proficiency
  • Microsoft 365 knowledge
  • Networking fundamentals (DNS, DHCP, TCP/IP, VLAN comprehension)
  • ConnectWise PSA/RMM experience preferred
  • Strong communication abilities
  • Self-directed work approach
  • Valid driver's license

Preferred Qualifications

  • Azure AD and Intune exposure
  • Managed security tool experience
  • Managed Service Provider background
  • Industry certifications (A+, Network+, Security+)

Benefits and Compensation

  • Competitive salary with performance bonuses
  • Paid certification and professional development
  • Career progression pathway: L1 to L2 to Admin to vCIO
  • Direct client engagement and mentorship opportunities
  • Company-provided equipment and technology resources

Apply Now

Ready to start your career at Scale Technology? Submit your application below.