Description:
We are seeking a Help Desk Technician to join our Managed Services team and support a diverse portfolio of business clients. This role is ideal for an experienced technician who has moved beyond basic troubleshooting, can work tickets independently, and understands the pace, priorities, and professionalism required in an MSP environment.
You will support multiple client environments, deliver responsive technical assistance, and serve as a key contributor to client satisfaction and service quality.
RESPONSIBILITIES:
- Provide Tier 2 technical support for multiple business clients in an MSP setting.
- Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, hardware, printers, peripherals, and line-of-business applications.
- Perform basic network troubleshooting (DNS, DHCP, connectivity, VPN, Wi-Fi).
- Use remote management and remote desktop tools to efficiently diagnose and resolve issues.
- Accurately triage, prioritize, and manage tickets based on urgency, business impact, SLAs, and scope.
- Escalate complex or infrastructure-level issues appropriately while remaining engaged through resolution.
- Communicate clearly and professionally with clients via phone, email, and chat, setting expectations and provide status updates.
- Document resolutions, procedures, and known issues to support knowledge sharing and continuous improvement.
- Follow MSP best practices, security standards, and documentation requirements.
- Resolve most tickets in-office via remote tools, but travel to customer site is required if needed.
EDUCATION/EXPERIENCE:
- 2–5 years of experience in a help desk, service desk, or IT support role, preferably in an MSP or multi-client environment.
- Hands-on experience supporting business users in fast-paced, ticket-driven environments.
Working knowledge of:
- Windows 10/11 and Windows Server basics
- Microsoft 365 (Outlook, Teams, OneDrive, SharePoint fundamentals)
- Common hardware, printers, and peripherals
Preferred
- Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
- Industry certifications such as CompTIA A+/Network+, Microsoft, or similar.