IT Support Technician - Tier 1

IT Support Technician - Tier 1

Come Work With Us

Vine IT & Cybersecurity is a growing Managed Service Provider (MSP) based in St. Petersburg, Florida. Our TechTeam supports approximately 1,400 endpoints and servers across clients in industries including insurance, finance, real estate, mortgage, architecture, e-commerce, and more.

We're looking for an IT Support Technician - Tier 1 to join our team.

This is a client-facing helpdesk position, so we're looking for someone who brings both sides of IT support to the table: technical troubleshooting skills and excellent communication. You'll spend most of your day helping real people solve real problems, whether that's over the phone, through support tickets, remotely, or occasionally at a client's office.

What Success Looks Like

We believe this position can be summed up with three primary responsibilities

1. Resolve Client Issues

Own the technical issues assigned to you and work them toward resolution. Troubleshoot methodically, use the resources and team around you, and escalate appropriately when additional expertise is needed.

2. Communicate Clearly and Consistently

Make sure clients always understand what is happening with their issue. Be professional and articulate on the phone, provide clear written updates, set expectations, and keep clients informed until their issue is resolved.

3. Document the Work

Leave every ticket better than you found it. Accurately document the issue, troubleshooting performed, actions taken, and resolution so another technician can understand exactly what happened and continue the work if necessary.

How do you know you're doing a good job?

Are you resolving issues? Are you communicating clearly? Are you documenting your work? If the answer is yes to all three, you're doing your job well.

Who We're Looking For

Previous experience working in IT is strongly preferred, particularly in a helpdesk or MSP environmen