Job Description
Support Services Technician I (Tier 1) – PEAKE Technology Partners
About the Role
PEAKE Technology Partners is seeking a motivated and service-driven Support Services Technician I to serve as the first point of contact for our clients, primarily healthcare organizations across the United States.
In this role, you will operate within a structured, SLA-driven Managed Services environment, delivering timely, high-quality technical support while ensuring exceptional client experience. You will be responsible for resolving common IT issues, maintaining accurate documentation, and contributing to a predictable, high-performing service desk operation.
This is an ideal role for someone who thrives in a fast-paced environment, values accountability, and is passionate about delivering reliable, client-focused support.
What You’ll Do
- Provide front-line technical support via phone, email, portal, and remote tools within defined SLA targets
- Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, and core business applications related to Health Care systems
- Accurately log, categorize, and document all service requests in ConnectWise
- Perform common service desk tasks including account provisioning, password resets, and access management
- Diagnose issues efficiently and drive resolution or escalation based on priority and impact
- Adhere to defined SLA response and resolution targets based on ticket priority (P1–P4)
- Maintain clear, professional, and empathetic communication with clients throughout the ticket lifecycle
- Escalate complex or high-impact issues to Tier 2 or specialized teams as appropriate
- Contribute knowledge base articles and support knowledge-centered service practices
- Follow up on tickets to ensure full resolution and a positive customer experience
- Support adherence to HIPAA, security, and compliance standards in all interactions
What Makes Someone Successful at PEAKE
At PEAKE, success is defined by both performance and alignment to our core values:
- Competence – You take ownership of your work, continuously improve your technical skills, and deliver high-quality outcomes
- Persistence – You remain solution-focused, work through challenges, and follow issues through to resolution
- Supportiveness – You communicate with empathy, build trust with clients, and contribute to a collaborative team environment
You also thrive in a metric-driven environment, where performance is measured, tracked, and improved over time.
Qualifications
- High school diploma required, Associate’s or bachelor’s degree in IT or related field preferred
- 6+ months of IT support experience (service desk or help desk environment preferred) (MSP highly preferred)
- Working knowledge of Windows, macOS, and Microsoft 365 environments
- Basic understanding of networking concepts (DNS, DHCP, VPN)
- Strong troubleshooting skills and technical aptitude
- Excellent verbal and written communication skills
- Customer-service mindset with patience, professionalism, and accountability
- Familiarity with ITSM/ITIL concepts and ticketing systems (preferred)
- Ability to work within structured processes and meet performance expectations
Preferred (Not Required) Certifications
- CompTIA A+
- CompTIA Network+
- CompTIA Security+
- Microsoft Fundamentals (MS-900, AZ-900, etc.)
- ITIL Foundation
How We Measure Success
Performance in this role is measured through key service desk metrics aligned to PEAKE’s operational standards, including:
- SLA Response and Resolution Compliance (target ≥95%)
- First Contact Resolution (FCR) rate (target 70–85%)
- Mean Time to Resolution (MTTR) by priority
- Ticket quality and documentation accuracy
- Ticket volume and productivity (tickets closed per day)
- Customer Satisfaction (CSAT ≥ 90%)
- Low ticket re-opened and escalation rates
Success in this role means delivering fast, accurate, and professional support while contributing to a stable, scalable, and high-performing service desk.
Why PEAKE
At PEAKE, you’ll be part of a team focused on building a modern, scalable MSP support organization that prioritizes:
- Predictable service delivery
- Continuous improvement
- Strong team culture
- Exceptional client experience
