IT Support Technician – Tier I, AI Integration, Documentation & Knowledge Management Lead

The Iserv Company

. Provide professional Tier I technical support to iServ customers, emphasizing first-call resolution .

Posted 10/9/2026full-timeOrlando • Florida • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in providing Tier I technical support, with a strong focus on troubleshooting Windows 10/11, Microsoft 365, and networking issues. Proficient in developing documentation and guides while applying cybersecurity principles and exploring AI technologies for operational improvements.

Highest-signal resume keywords

Windows Operating SystemsMicrosoft 365Troubleshooting MethodologiesCompTIA Security+Microsoft Azure

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Technical SupportNetwork ConnectivityDNSDHCPVPNDocumentation StandardsTroubleshooting GuidesIncident ResponseAutomationCybersecurity Principles

Soft Skills

Written CommunicationVerbal CommunicationCollaborationCustomer ServiceProblem Solving

Tools & Technologies

ConnectWiseMicrosoft TeamsAI ToolsKnowledge Management PlatformsEndpoint Protection

Certifications & Qualifications

CompTIA Security+CompTIA Network+Microsoft Azure Certification

Industry Keywords

Managed Service Provider (MSP)NISTCybersecurity Best PracticesOperational ImprovementsTechnical Documentation

Tech Stack

Tools & technologies

AzureCyber SecurityDNS

About the role

Key responsibilities & impact

Provide professional Tier I technical support to iServ customers, emphasizing first-call resolution
Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, network connectivity, printers, and common business applications
Diagnose basic DNS, DHCP, VPN, wireless, and connectivity issues
Manage assigned ConnectWise tickets with accurate notes, timely customer communication, and proper resolution documentation
Collaborate with Tier II, Advanced Services, and other technical teams to resolve issues
Participate in monitoring, incident response, and scheduled support coverage
Provide occasional onsite technical support and equipment installations
Identify recurring technical issues requiring documented solutions
Develop and maintain troubleshooting guides, knowledge base articles, and standard operating procedures
Capture successful troubleshooting methods and convert resolved tickets into reusable documentation
Establish consistent documentation standards in ConnectWise and approved knowledge management platforms
Review documentation and recommend updates when information becomes outdated
Help identify knowledge gaps contributing to repeat tickets, unnecessary escalations, or extended resolution times
Explore and evaluate approved AI tools for technical troubleshooting and customer support
Develop AI-assisted troubleshooting guides and workflows
Identify repetitive support tasks suitable for scripting or automation
Evaluate AI-generated ticket summaries, documentation, and suggested resolutions
Participate in AI-based service desk tool pilots and measure approved AI initiative effectiveness
Apply cybersecurity principles and escalate potential security incidents, suspicious activity, and vulnerabilities
Support security procedures involving Microsoft 365, Azure, identity management, and endpoint protection
Document security-related incidents and resolutions
Contribute to process improvements aligned with NIST and other applicable security frameworks
Serve as a positive technical resource for Tier I technicians and assist newer team members
Identify service-delivery improvements and communicate recommendations to management
Promote accountability, consistent ticket updates, and customer communication

Requirements

What you’ll need

Working knowledge of Windows operating systems, Microsoft 365, and fundamental networking
Understanding of troubleshooting methodologies and customer service principles
Familiarity with Microsoft Azure and cybersecurity best practices
Ability to produce clear, accurate technical documentation
Interest in AI technologies, automation, and operational improvements
Strong written and verbal communication skills
Ability to work independently while collaborating with multiple technical teams
Hands-on MSP experience preferred, with consideration given to relevant education, technical projects, and demonstrated troubleshooting ability
Occasional onsite technical support and equipment installations
Ability to work 7:30 AM–4:00 PM Eastern with alternating weekend rotation
Degree in Information Technology, Computer Science, Cybersecurity, or related field preferred
CompTIA Security+, Network+, or equivalent certifications preferred
Microsoft Azure, AI, or cybersecurity certifications are an advantage

Benefits

Comp & perks

Schedule: 7:30 AM – 4:00 PM Eastern, with alternating weekend rotation
Growth opportunities into Tier II Technical Support, Technical Knowledge Management, AI & Support Automation, Cybersecurity Operations, and IT Service Management and Process Improvement