Helpdesk Support Technician (Tier 1.5)

Job Description

Job Description

Helpdesk Support Technician (Tier 1.5)

Greenville, SC | Full-Time | In-Office

Overview

BrightFlow Technologies, one of the Carolinas’ premier Managed Service Providers, is seeking a skilled and motivated Helpdesk Support Technician to join our growing team.

For nearly two decades, BrightFlow has built a reputation for delivering fast, friendly, and reliable IT support across the Carolinas. We pride ourselves on providing professional, client-focused service while maintaining a collaborative, casual, and engaging workplace for our team. If you’re ready to sharpen your skills in a dynamic MSP environment, this is the role for you.

The Role

As a BrightFlow Helpdesk Support Technician, you will be the front line of support for our clients. You’ll be handling inbound calls, emails, and tickets while ensuring an outstanding client experience. You’ll diagnose and resolve technical issues, escalate when necessary, and maintain meticulous documentation. This role sits between a traditional Tier 1 and Tier 2 position, offering plenty of opportunities to grow your technical expertise while making a direct impact on client satisfaction.

Key Responsibilities

Client Support & Service Delivery

• Act as the first point of contact via phone, email, and ticketing system
• Triage and resolve support requests following internal protocols and SLAs
• Provide basic to intermediate troubleshooting remotely with a focus on resolution and client satisfaction
• Ensure every client interaction is friendly, fast, and helpful

Ticketing & Documentation

Monitoring & Remediation

Project Support

Communication & Teamwork

Required Skills & Qualifications

Preferred / Nice to Have

Perks & Benefits

Join Us

At BrightFlow Technologies, you won’t just be “resetting passwords.” You’ll be solving problems, building relationships, and learning every day in a supportive environment. If you’re passionate about IT, love helping people, and want to advance your skills in a fast-paced MSP, we’d love to hear from you.

Apply today and start your next chapter with BrightFlow.

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