Tier 1 Technical Support Specialist

Pure IT CUSOTomball, TX

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Overview

Schedule

Full-time

Career level

Senior-level

Remote

Hybrid remote

Benefits

Paid Vacation

Job Description

About Us

We’re a growing Managed Services Provider (MSP) that specializes in supporting credit unions with their IT needs. Our mission? To keep their technology running smoothly, securely, and efficiently so they can focus on serving their members. We’re all about teamwork, innovation, and having fun while doing what we love.Are you a tech-savvy problem solver with a passion for customer service? Do you love troubleshooting, digging into complex IT challenges, and helping businesses thrive? If so, we want YOU to join our team as a Tier 1 Technical Support Specialist!What You'll Do: The Tier 1 Technical Support Specialist provides frontline technical support to managed service Credit Union users. In this role, you will assist clients by troubleshooting and resolving basic hardware, software, and system issues via phone or remote access. You’ll play a key role in delivering reliable, responsive IT support while following established procedures and guidance from senior team members.

What You Bring to the Table:

Provide first-level technical support for hardware, software, and system-related issues of low to moderate complexity.
Respond to user inquiries and troubleshoot problems via phone, email, or remote support tools.
Install software and perform basic hardware diagnostics and testing remotely
Use remote access tools and company-issued equipment to support end users when required
Execute commands and monitor system performance to verify proper operation and identify errors
Accurately document support requests, troubleshooting steps, and resolutions in the ticketing system.
Maintain daily records of support activities, incidents, and corrective actions taken
Reference technical documentation and manuals, collaborate with users, and perform diagnostics to resolve issues.
A knack for troubleshooting, problem-solving, and thinking on your feet.
Excellent communication skills—tech talk is great, but making it understandable to clients is even better!
The ability to work independently and as part of a fun, dynamic team.

Bonus Points For:

Associate degree in computer in a computer-related or equivalent training required.
Entry Level- 2 years of experience required.
Experience working with a ticket system (we use Halo). Other examples: Zendesk, ZOHO CRM, ServiceNow, etc.
CompTIA A+ certification (preferred but not required).
Previous experience working with credit unions or financial institutions.
Familiarity with ITIL concepts or service management best practices

Why You'll Love Working With Us:

A collaborative and friendly team that supports each other.
Opportunities for growth, training, and certification support.
Flexible hybrid work schedule with a mix of remote and on-site work (on-site days are Wednesday and Thursday only).
Competitive salary, great benefits, and the chance to work with cutting-edge technology.

Work Environment

Location: Tomball, TX

If you’re ready to level up your IT career and make a real impact in the financial tech world, we’d love to hear from you! Apply now and let’s talk!

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FAQs About Tier 1 Technical Support Specialist Jobs at Pure IT CUSO

What is the work location for this position at Pure IT CUSO?

This job at Pure IT CUSO is located in Tomball, TX, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Pure IT CUSO?

Employer has not shared pay details for this role.

What employment applies to this position at Pure IT CUSO?

Pure IT CUSO lists this role as a Full-time position.

What experience level is required for this role at Pure IT CUSO?

Pure IT CUSO is looking for a candidate with "Senior-level" experience level.

What benefits are offered by Pure IT CUSO for this role?

Pure IT CUSO offers Paid Vacation for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Pure IT CUSO?

You can apply for this role at Pure IT CUSO either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.