Reactive Operations Center Technician (Tier 1)

**Position Summary** As our **Reactive Operations Technician**, you serve as the frontline of our Support Center, providing high\-quality, efficient Tier 1 technical support to our clients. Working primarily out of our **Foxboro, MA** office with some remote work potential after training and demonstrated competency, you are responsible for identifying, troubleshooting, and resolving foundational end\-user service requests. This is an office\-based role designed for an eager, entry\-level IT professional ready to grow within a dynamic Managed Service Provider (MSP) environment. * **Location:** Foxboro, MA (Hybrid capability with remote work potential after initial training and competency demonstration). * **Scheduled Weekly Hours:** 40 (Full\-Time) 8AM \- 5PM Monday \- Friday (1 Hour Lunch/Break) * **Pay Range:** Competitive entry\-level compensation commensurate with experience. **Responsibilities** * Provide first\-line (Tier 1\) technical support to end\-users via phone, email, chat and ticketing systems. * Diagnose, troubleshoot, and resolve hardware, software, network, and peripheral issues efficiently. * Properly document all troubleshooting steps, communication, and resolution details within the ticketing system. * Set up, configure, and deploy new user workstations, software packages, and mobile devices. * Maintain inventory records of IT hardware, assets, and peripherals. * Contribute to internal knowledge base documentation, standard operating procedures, and customer\-facing FAQ resources. * Participate in rotating on\-call support schedules as required by operations. **Reporting Relationship** * **Reports to:** Reactive Operations Center Lead * **Direct Reports:** None **Attributes** * **Customer\-Centric:** Empathetic, patient, and dedicated to delivering a frictionless support experience for every user. * **Attention to Detail:** Meticulous in documenting tickets, recording asset data, and following standard operating procedures. * **Resourceful Problem Solver:** Eager to investigate root causes, research solutions independently, and apply logical troubleshooting techniques. * **Accountable and Ethical:** Reliable teammate who takes ownership of assigned tasks and communicates transparently. **Skills, Qualifications, and Experience** **Mandatory** * Strong foundational knowledge of customer service practices and end\-user support procedures. * Excellent interpersonal, verbal, and written communication skills, with the ability to translate technical concepts for non\-technical users. * Strong organizational skills and the ability to manage and prioritize a high volume of active service tickets. * Developed analytical troubleshooting and diagnostic skills for desktop environments. * Proven ability to collaborate effectively within a team toward shared service level agreements (SLAs). **Desirable** * Familiarity with Managed Service Provider (MSP) ticketing workflows and remote monitoring tools (RMM). * Basic understanding