Level 1 Service Desk Technician

Level 1 IT Support Technician — Knox Technology

Knox Technology is looking for a Level 1 IT Support Technician
to join our growing team in Fort Myers. You’ll be on the front lines helping our customers solve everyday technology problems, from password resets and Microsoft 365 issues to printers that have apparently decided they no longer believe in printing.

We’re a local Managed Service Provider (MSP), which means you won’t spend every day supporting the exact same network and the exact same users. You’ll work across different businesses, technologies, and environments, so there’s always something new to troubleshoot and learn.

This is a great opportunity for someone who
loves technology, likes helping people, and wants to build a career in IT.
You don’t need to know everything. You do need to be curious, resourceful, willing to learn, and comfortable saying,
“I don’t know yet, but I’m going to figure it out.”

What You’ll Do

• Be one of the first points of contact when our customers need technical help.
• Troubleshoot Windows PCs, laptops, printers, peripherals, applications, and the occasional mysterious technology problem.
• Support Microsoft 365, including Outlook, Teams, OneDrive, SharePoint, user accounts, passwords, and MFA.
• Help with new-user setups, workstation deployments, onboarding and offboarding.
• Troubleshoot basic networking, Wi-Fi, VPN, connectivity, and access issues.
• Work tickets from start to finish while keeping customers updated along the way. Because “we’re working on it” isn’t really an update.
• Document what you did in Autotask and IT Glue so the next technician doesn’t have to become a detective.
• Use our remote monitoring and management tools to troubleshoot and maintain customer devices.
• Recognize when something needs to be escalated and work with our Level 2/3 technicians to get it resolved.
• Look for opportunities to prevent the same problem from happening again.
• Learn. A lot. Technology changes constantly, and so do we.

You Might Be Our Kind of Nerd If...

• You genuinely enjoy troubleshooting and figuring out how things work.
• You’ve
  spun up an MCP server, built an AI agent for fun, or automated something simply because doing it manually annoyed you.
• You’ve built a PC, messed around with a home lab, managed a network, or somehow became your family’s unpaid IT department.
• You can explain a technical problem to someone who doesn’t speak fluent IT without making them feel dumb.
• You’re organized enough to document your work and close the loop.
• You like working as part of a team and aren’t afraid to ask for help.
• You take ownership of problems instead of tossing tickets over the fence.
• You get excited about cybersecurity, cloud technology, networking, automation, and AI.
• You want a place where you can learn fast and grow beyond Level 1.

What We’re Looking For

Some professional IT/help desk experience is preferred, but we’re also interested in candidates with strong hands-on technical skills who are ready to start or accelerate their IT careers.

Familiarity with some of the following is a plus:

• Microsoft 365
• Windows 10/11
• Active Directory / Microsoft Entra ID
• Networking fundamentals: TCP/IP, DNS, DHCP, Wi-Fi and VPN
• Remote support tools
• PSA/ticketing systems
• RMM platforms
• MFA and basic cybersecurity concepts
• Autotask, Datto RMM and IT Glue

Bonus Points

CompTIA A+, Network+, Security+, Microsoft certifications, home lab experience, or anything else that proves you voluntarily spend more time around computers than a normal person probably should.

What Matters Most

Technical skills can be taught. We’re looking for someone who is dependable, curious, coachable, customer-focused and hungry to learn.

At Knox Technology, our customers trust us to keep their businesses running. That means communicating clearly, following through, documenting your work, owning your mistakes, helping your teammates and doing what you say you’re going to do.

About Knox Technology

Knox Technology is a locally owned technology company based in Fort Myers, serving businesses and organizations throughout Southwest Florida. We provide managed IT, cybersecurity, cloud solutions, Microsoft 365, networking and technology consulting.

We’re growing, we move quickly, and we take our work seriously. We just don't think we have to take ourselves seriously all the time.

• This is a full-time, in-office position in Fort Myers, Florida.
• $42,000–
  $45,000 based on experience
• Hours:
  8:00 AM–5:00 PM
• Includes
  401(k) matching + 6 paid holidays