Tier 1 Technical Support Specialist

Nerds in a Flash is seeking a Tier 1 / Help Desk / Service Desk Technician with MSP experience to support multiple small-to-mid sized business clients. This is a remote-first role for candidates located in the Austin, TX area, with occasional on-site client visits as needed.

Pay: $23–$27/hour (based on experience)
Job Type: Full-time
Location: Remote (Austin-area required for periodic onsite support)

Responsibilities:

• Provide Tier 1 technical support via tickets, phone, and email in an MSP environment
• Triage, troubleshoot, and resolve common end-user issues (Windows, Microsoft 365, printers, connectivity, VPN)
• Work in a ticketing system (PSA) and follow SLAs: document work performed, time, and resolution details
• Use remote support tools to diagnose and resolve issues quickly and professionally
• Escalate to Tier 2 with complete notes: symptoms, scope, steps tried, results, and relevant screenshots/logs
• Contribute to documentation and knowledge base articles based on solved issues
• Support occasional on-site visits for workstation/printer/network-adjacent troubleshooting

Required Qualifications:

• 1+ year of MSP experience (supporting multiple client environments)
• Experience working a ticket queue in a PSA/ticketing system (HaloPSA a plus)
• Strong Windows 10/11 troubleshooting skills; macOS familiarity
• Microsoft 365 support experience: Outlook, Teams, OneDrive/SharePoint basics
• Basic networking fundamentals: DHCP, DNS concepts, Wi-Fi troubleshooting, VPN concepts
• Excellent customer service and written documentation skills

Nice to Have:

• Active Directory / Entra ID (Azure AD) basics: password resets, groups, device join support
• Familiarity with RMM tools and endpoint security/EDR tools
• Certifications (CompTIA A+, Network+, Microsoft Fundamentals) or working toward them

What Success Looks Like:

• Fast, professional first response and consistent ticket updates
• High-quality documentation that makes escalation easy
• Reliable resolution of common Tier 1 issues and clear escalation judgment

What you'll get:

• Time off: Discretionary Time Off Policy 90 days from hire date, with 5 Sick Leave Days per year.
• 401(K) Match: We match your contributions 100%, up to 4% of your salary per year.
• Health, Dental and Vision Insurance.
• A set schedule: We work Monday-Friday with a 1-hour lunch. While emergencies and certain projects will require working a bit later or on a Saturday, we don't think IT needs to be a 50+ hour a week gig to be done well.
• Remote work: We regularly meet for lunch once a week, but apart from onsite appointments your job is work-at-home, 100%.

How to Apply:

Submit your resume to and answer these 3 questions:

• Are you located in the Austin area and able to do occasional onsite visits?
• What are your top 3 most common Tier 1 fixes in an MSP?
• Which PSA/RMM/remote support tools have you used?

Nerds in a Flash is an Equal Opportunity Employer.

Pay: $ $27.00 per hour

Expected hours: 40.0 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Health savings