Service Desk Technician (Tier 1)

Job Title:  Service Desk Technician - Tier 1
Company:  Virtual Technologies Group (VTG)
Location:  Maumee, OH (hybrid)
Position Type:  Full-time
Compensation Range: $18-20/hr plus comprehensive benefit package

Company Overview:
Be the HERO for your company again! Join Virtual Technologies Group for an opportunity to tackle complex technology challenges and make a significant impact. Our company supports numerous clients, has a broad array of high-tech resources at your disposal, and fosters close client relationships. We boast the leading technical team nationwide and are expanding our workforce to better serve our customer base.

We offer diverse tech solutions at Virtual Technologies Group, ranging from managed IT services and hosted voice services for resellers and direct clients, to cybersecurity as well as physical security offerings. Additionally, we develop custom software and provide educational support in testing and fleet management for educational institutions.

Benefit Offerings:
-Medical, dental, and vision
-401K with company match
-Short-term and long-term disability coverage paid for by the company
-Life insurance paid for by the company with a buy up option for you and your family
-Flexible work schedule

Job Overview : 
The Tier 1 Service Desk Technician provides expeditious support leveraged through various backend platforms to meet and exceed goals and expectations that have been stipulated by clients. Support is primarily performed over the phone, through a ticket system and/or through remote methods for hardware and software support.

Location and Hours: This job is located on site at our Maumee, OH office location, with the opportunity for future remote / hybrid work. Tier 1 Service Desk Technicians are required to work in-office during normal business hours.

Responsibilities/Job Functions :

• The main responsibility of a Tier 1 Service Desk Technician is to answer the phone and work the ticket boards.

• Troubleshoot and resolve computer-related issues with end users remotely and over the phone.

• Proactively monitor tickets to prevent larger issues from occurring and watch for priority one (P1) and VIP User tickets.

• Manage accounts through Microsoft Active Directory/ Entra ID and Office 365.

• Setup and configuration of Microsoft Office products and many other software products.

• Identify and troubleshoot VoIP related tickets – extension issues, voicemail reset, connectivity issues.

• Handle customer issues in an organized fashion through a ticketing system.

• Communicate with coworkers to escalate tickets as needed to Tier 2 Help Desk Technicians.

Minimum Qualifications :

• Customer service experience is a must.

• Excellent with oral and written communication. 

• Ability to quickly solve problems.

• Flexibility in a dynamic work environment. 

• Entry level industry certifications are a plus.
• Multitasking and completing projects according to their scheduled deadlines. 

Why Join Us?
At Virtual Technologies Group we provide more than just IT solutions—we offer a dynamic environment where you can learn, grow, and expand your skillset. As a leading managed services, cybersecurity, and IT consulting firm, we support a diverse range of customers, giving you the opportunity to tackle unique challenges and stay ahead in a rapidly evolving industry.

Join a team that values innovation, collaboration, and professional development. Whether you're looking to sharpen your technical expertise, work with cutting-edge technology, or make a real impact, we’re committed to helping you build a rewarding career.

Benefits Overview:
VTG offers a comprehensive benefits package to meet the needs of our employees and their families. Benefits include medical insurance plans, dental insurance, vision insurance, health savings accounts (HSA), flexible spending accounts (FSA), life insurance, short and long-term disability insurance, paid time off and holidays, and a 401(k) with employer match.

EEO Statement:
VTG is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected status.

We believe that diversity strengthens our team and drives innovation. All employment decisions are based on qualifications, merit, and business needs. If you require reasonable accommodation during the application or interview process, please contact [email protected].