IT Support Services Tier 1

Role overview

DataPerk is a long-established technology services company with more than 25 years of experience helping businesses simplify and secure their IT environments. The organization focuses on proactive problem-solving, responsive client service, and practical technology solutions across a broad mix of industries.

Its offerings span web design, development, hosting, cabling, network planning, and hardware/software support, along with managed service packages built around client needs. The team is guided by a commitment to excellence, integrity, partnership, and innovation.

This opening is for a Support Services Tier 1 professional in Pensacola, FL, and is a 6-month role.

What you'll do

• Log, organize, and track client tickets from creation through resolution.
• Route requests to the right internal resource with accuracy and speed.
• Keep service response times on track and support a strong client experience.
• Build technician schedules and anticipate workload for the next 2 to 3 days.
• Reach out to customers marked as waiting so tickets move forward faster.
• Make sure technicians stay aligned with their scheduled assignments.
• Serve as the first point of response for newly opened tickets within SLA windows.
• Coordinate vendor service visits and follow up on warranty part returns.
• Maintain accurate records of loaned equipment, service timecards, and work orders.
• Support company and client file management in line with internal policies.
• Assist with the programming queue and submit on-call time-off requests for technicians.
• Communicate with clients throughout the ticket lifecycle and work cross-functionally with internal teams.
• Handle day-to-day technical support tasks across PCs, Active Directory, email, printers, cabling, networking, servers, security tools, and service management platforms.

Technical scope

The role includes hands-on support in Windows 10+ environments, domain joins, user profile creation and migration, drive mapping, printer setup, basic software installation, and Office 365/Exchange administration. It also covers email configuration on Outlook, Apple Mail, and mobile devices.

Additional areas include printer and scan troubleshooting, identification and termination of cabling types, basic network troubleshooting, switch fundamentals, DHCP and DNS support, Fortinet/Meraki/UniFi controller navigation, SSL-VPN troubleshooting, Windows Server basics, backup awareness, file sharing, UPS/NAS deployment, and endpoint security support for tools such as ESET, Cisco Umbrella, and SentinelOne.

You will also work in NinjaOne, support managed devices, assist with Microsoft service escalations, coordinate with third-party software vendors, complete managed service reviews, and carry out on-call duties.

Requirements

A bachelor’s degree is preferred. Candidates with 2 years of relevant experience, or a combination of education and experience, may also be considered.

Applicants should have the ability to operate in a fast-moving support environment, communicate clearly with clients and internal teams, and bring a proactive, customer-first approach to troubleshooting.

Preferred certifications include two or more of the following: 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 in Cybersecurity and/or Networking, and Fortinet NSE 1-3.

Benefits

Full-time employees are offered BCBS medical, dental, and vision coverage, short-term and long-term disability insurance, life insurance, a Simple IRA plan, paid holidays, and PTO.

Additional information

This role is based in Pensacola, FL and is listed as remote. The available term is 6 months.