Job Description

Job Description

Job Description

Helpdesk Support Technician (Tier 1.5)

Greenville, SC | Full-Time | In-Office

Overview

BrightFlow Technologies, one of the Carolinas’ premier Managed Service Providers, is seeking a skilled and motivated Helpdesk Support Technician to join our growing team.

For nearly two decades, BrightFlow has built a reputation for delivering fast, friendly, and reliable IT support across the Carolinas. We pride ourselves on providing professional, client-focused service while maintaining a collaborative, casual, and engaging workplace for our team. If you’re ready to sharpen your skills in a dynamic MSP environment, this is the role for you.

The Role

As a BrightFlow Helpdesk Support Technician, you will be the front line of support for our clients. You’ll be handling inbound calls, emails, and tickets while ensuring an outstanding client experience. You’ll diagnose and resolve technical issues, escalate when necessary, and maintain meticulous documentation. This role sits between a traditional Tier 1 and Tier 2 position, offering plenty of opportunities to grow your technical expertise while making a direct impact on client satisfaction.

Key Responsibilities

Client Support & Service Delivery

• Act as the first point of contact via phone, email, and ticketing system
• Triage and resolve support requests following internal protocols and SLAs
• Provide basic to intermediate troubleshooting remotely with a focus on resolution and client satisfaction
• Ensure every client interaction is friendly, fast, and helpful

Ticketing & Documentation

• Manage tickets using our PSA and RMM tools, ensuring proper tracking and timely updates
• Document all work clearly and accurately
• Ensure every ticket meets our SLA policies
• Proactively prevent “stale” tickets by maintaining communication and follow-up

Monitoring & Remediation

• Review system alerts and dashboards, applying remediation steps according to SOPs
• Support scheduled or automated maintenance tasks as required

Project Support

• Assist project teams with deployments and implementations (remote and onsite as needed)
• Collaborate with senior engineers on escalations and knowledge sharing

Communication & Teamwork

• Provide clients with regular ticket updates and notify them of any related outages or risks
• Escalate issues to senior technicians when appropriate
• Contribute to process improvements and innovative solutions
• Follow SOPs, security procedures, and team schedules with attention to detail

Required Skills & Qualifications

• 2+ years of client-facing IT helpdesk/support experience
• Bachelor’s degree or equivalent work experience
• Active CompTIA certifications (A+, Network+, Security+, and/or Server+)
• Strong understanding of operating systems, business applications, networking, and printing systems
• Familiarity with RMM/PSA tools and IT support methodologies
• Excellent communication skills with the ability to explain technical issues in client-friendly terms
• Fast and accurate typing while multitasking (e.g., phone support + ticketing)
• Valid driver’s license

Preferred / Nice to Have

• Intermediate understanding of Active Directory, DNS, and CLI
• Familiarity with Microsoft 365 administration
• Knowledge of OSI model, VLANs, NAT, and networking fundamentals
• 3+ years of experience in an MSP or IT support environment

Perks & Benefits

• Health, dental, and vision insurance + PTO (after 90 days)
• Company laptop, phone, and access to company vehicles
• Fully stocked kitchen with your favorite snacks
• Collaborative and supportive team culture
• Ongoing training and professional development to grow your career

Join Us

At BrightFlow Technologies, you won’t just be “resetting passwords.” You’ll be solving problems, building relationships, and learning every day in a supportive environment. If you’re passionate about IT, love helping people, and want to advance your skills in a fast-paced MSP, we’d love to hear from you.

Apply today and start your next chapter with BrightFlow.

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