IT Support and Account Management

IT Support and Account Management

Indianapolis, IN

External Client Tier 1 support and account management

Full-Time (Salaried) and Part-Time (Hourly) openings

Paid vacation offered for FT role

Salary: $50-$52k (based on experience)

Hourly: $22-$25/hour (based on experience)

We are seeking a customer-focused Tier 1 IT Support and Account Management Specialist to provide technical support while serving as the primary point of contact for assigned client accounts. This role combines hands-on technical troubleshooting with relationship management, requiring strong communication, organization, and customer service skills. The ideal candidate enjoys working directly with clients, resolving technical issues, and ensuring an exceptional support experience.

Key Responsibilities:

• Serve as the primary IT support contact for assigned external clients, onsite.
• Troubleshoot and resolve hardware, software, printer, network, and peripheral issues.
• Log, prioritize, document, and resolve support requests using a ticketing system.
• Manage client relationships by providing timely updates, setting expectations, and ensuring high customer satisfaction.
• Escalate complex technical issues when necessary while maintaining ownership of client communication.
• Document troubleshooting steps, resolutions, and client interactions accurately.
• Assist with workstation setup, software installations, account provisioning, and basic system administration.

Qualifications:

• 1–3 years of experience in a Tier 1 IT Support, Help Desk, or Desktop Support role.
• Experience using IT ticketing systems (e.g., ServiceNow, Jira, Zendesk, ConnectWise, Autotask, etc.).
• Strong hardware and software troubleshooting skills.
• Excellent verbal and written communication skills with a customer-first mindset.
• Highly organized with strong documentation and time management abilities.
• Ability to manage multiple client requests and prioritize effectively.
• Experience providing onsite support to business clients is a plus.