Support Services Tier 1

Support Services Technician – Tier 1
Tulsa, OK (Onsite at Client Location)

Join DataPerk's team that is redefining exceptional IT serviceFor more than 20 years, DataPerk has served as a premier technology solutions partner for organizations across a wide range of industries. Our success is built on a proactive approach to problem-solving, a passion for simplifying complex technology, and an unwavering commitment to serving both our clients and our community with excellence. At DataPerk, we deliver more than IT support—we provide secure, scalable, and thoughtfully engineered solutions tailored to each client's needs. Our services include network design, hardware and software support, web development, data cabling, hosting, and our flagship DataPerk Complete Managed Services packages. Everything we do is guided by our core values: Excellence, Integrity, Partnership, and Innovation.

We are excited to welcome a Support Services Tier 1 Technician to our team. In this role, you will work onsite at one of our valued client locations in Tulsa, OK, serving as the friendly, knowledgeable, and dependable first point of contact for their day-to-day IT needs. You will have the opportunity to build meaningful relationships, solve real-world problems, and contribute to a collaborative environment that values continual learning and professional growth.

Why You'll Love Working With Us:

• A supportive, team-oriented culture where your contributions matter.
• Opportunities to deepen your technical expertise and advance your career.
• A company that invests in people, celebrates innovation, and values partnership.
• The chance to represent DataPerk onsite and make a positive impact every day.

If you are a customer-focused, tech-savvy problem solver who is ready to grow with an amazing team, we'd love to hear from you. Apply today and take the next step in your IT career with DataPerk.

You will play a crucial role in our client support operations. Your responsibilities will include:

• Creating and managing tickets for our client.
• Assigning tickets to the appropriate resources with precision.
• Ensuring timely and efficient handling of tickets, maintaining a high level of client satisfaction.
• Exceptional customer service skills and the ability to collaborate across internal departments.
• Proficient in PC support, active directory, email setup, printer troubleshooting, basic cabling knowledge, and basic networking.
• Adaptability to changing environments and a proactive approach to problem-solving.
• Update the client on the status of their tickets and strive to close the tickets in a timely manner.
• Be the first response within SLA timeline for all newly created tickets.
• Coordinate service calls with vendors.
• Keep updated log of loaned equipment.
• Facilitate return of warranty parts.
• Compare service timecards and work orders to service schedule.
• Effectively communicate with clients throughout the life cycle of ticket.
• Maintain company and client files according to our policies and procedures.
• Assist with managing Programming queue.
• PC Support: Navigate Windows 10+ environments and recognize the differences between versions, Join Computer to Domain, Create/Remove User Profile, migrate user profiles between machines, Map Shared Drives, Add Printers and Install Basic Runtimes and Software (Chrome, Adobe, etc.)
• Active Directory: Add/Edit Users, Change Passwords, Add/Edit User Groups, Office 365 (Exchange)
• Administration: Add/Edit Users, Change Passwords, Add/Edit User Groups, Create Shared Mailboxes
• Email Setup: Install/Configure O365 email in Outlook, Apple Mail and mobile devices.
• Printer Troubleshooting: Setup on Network and Add to PC, Scan to PC/Share, Scan to Email, Scan to Share, identify different UPSs and demonstrate the ability to install properly.
• Basic Cabling Knowledge: Identify the different types of cabling (Fiber, Cat5-Cat7). Identify the basic tools and hardware required to cable (plates, biscuits, fish poles, etc.). Terminate Copper Cabling (Jack and RJ45) and Test and troubleshoot faults.
• Basic Networking: Understand physical network infrastructure and cable troubleshooting, Identify and explain the differences between switches (managed, non-managed, layer 2/3, etc). Demonstrate an understanding of DHCP and DNS, and their role in network troubleshooting. Configure DHCP and DNS (Windows Server, Fortigate, Cisco, Meraki), Basic Fortinet OS navigation, firmware upgrades, SSL-VPN troubleshoot and client configuration. Basic Meraki controller navigation, SSL-VPN troubleshooting and client configuration. Basic Unifi controller navigation, wireless setup and troubleshooting.
• Server Administration: Navigate the Windows Server OS and demonstrate basic knowledge of server roles, Knowledge of Windows Server domains and troubleshooting, Demonstrate an understanding of server backups (Altaro), local and remote, Knowledge file sharing, drive mapping and server/client relationships, UPS Configuration and Deployment (PowerChute), NAS Configuration and Deployment (PowerChute)
• Security: Demonstrate the ability to install/troubleshoot ESET, Cisco Umbrella, and Sentinel One, Spam email review, PC Virus Cleanup.
• Service Management: Navigate Ninja One platform, install agents, filter, and review managed devices, Microsoft service support, and understanding of engaging their support structure. Ability to coordinate with first- and third-party software vendors as needed. Complete managed service sheets/reviews. Perform On-Call Duties

We have an excellent compensation and benefits package to offer all of our fulltime employees which includes BCBS Health, Dental and Vision plans, Short and Long-Term Disability, Life Insurance, Simple IRA Plan, Paid Holidays and PTO.

Requirements:

Bachelor's degree preferred or 2 years of relative experience or combination of education and experience accepted.

Certifications (two or more of the following preferred):

Beginner Certs Microsoft 365 Certified: Fundamentals (MS-900)

Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900)

Microsoft Certified: Azure Fundamentals (AZ-900)

CompTIA A+ / Network + / Security +Cisco Certified Support Technician (Cybersecurity and/or Networking) Fortinet NSE 1-3