Help Desk I

Position Overview

The Help Desk I Technician serves as the first point of contact for customer support issues across multiple clients. You'll assist end users with troubleshooting and resolving basic hardware, software, and network problems while maintaining a professional, customer-focused attitude. This entry-level position is ideal for someone passionate about technology and eager to learn in a fast-paced MSP environment.

Responsibilities

• Respond promptly to help desk tickets and incoming support requests via phone, email, and remote session tools
• Troubleshoot and resolve basic issues related to Windows operating systems, Microsoft Office 365, desktops, laptops, Wi-Fi, VOIP services, internet connectivity, printers and more
• Assist with password resets, account setup, and user access issues (Active Directory, MFA, etc.)
• Escalate complex issues to higher-level support when necessary
• Log and track all incidents in the ticketing system with accurate documentation
• Support routine maintenance tasks such as software updates, antivirus checks, and system monitoring
• Maintain strong communication and follow-up with users to ensure satisfaction
• Participate in team meetings and ongoing technical training

Qualifications & Skills

• Foundational knowledge of computer hardware, software, and networking concepts
• Familiarity with Microsoft 365, Windows 10/11, and Active Directory environments
• Excellent problem-solving, communication, and customer service skills
• Strong desire to learn and grow within an MSP setting
• Security-conscious mindset and attention to detail

Education & Experience

• Associate degree or equivalent technical training in Information Technology or a related field preferred
• 1–2 years of IT support or service desk experience (internship or entry-level MSP experience a plus)
• Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals preferred

Work Environment

• Collaborative team culture with mentorship and career advancement opportunities
• Exposure to multiple client environments and evolving technologies
• Genuine caring about our clients and sensitivity to the timeliness of their needs