IT Help Desk Technician – Tier 1 (MSP)

Dual Path is an end-to-end Managed Service Provider supporting senior living communities across the country. Our clients serve residents, caregivers, and staff who rely on technology every day. Because of this, our support team must deliver patient, compassionate, and respectful service while providing reliable technical assistance. The IT Help Desk Technician – Tier 1 is a customer-service–first role in a fully remote MSP environment. This position is heavily focused on handling help desk tickets, answering calls, and guiding non-technical users through everyday technology issues with calm, empathy, and professionalism. Technical skills are important, but excellent communication, patience, and service delivery are critical to success. Key Responsibilities Serve as the first point of contact for incoming help desk tickets and support callsDeliver friendly, patient, and compassionate support to senior living staffClearly listen to user concerns and explain solutions in simple, easy-to-understand languageResolve common Tier 1 issues including login problems, email issues, application access, and basic device troubleshootingAssist with password resets, account unlocks, and user access requestsSupport Microsoft 365 applications such as Outlook, Teams, OneDrive, and SharePointAccurately document all interactions, troubleshooting steps, and resolutions in the ticketing systemMeet defined service level agreements (SLAs) for response time, resolution time, and customer satisfactionManage a steady volume of help desk tickets while maintaining quality and professionalismEscalate issues appropriately to Tier 2 support when necessaryFollow up with users to confirm resolution and ensure a positive support experience Service Level Expectations Initial response to new tickets within established SLA targetsConsistent ticket updates and clear communication throughout the lifecycle of each issueAbility to manage multiple tickets simultaneously while maintaining a high level of customer careMaintain strong customer satisfaction scores (CSAT)Adhere to ticket documentation and escalation standards Qualifications 1–2 years of customer service, help desk, or technical support experience preferredStrong customer service background; experience supporting non-technical users highly valuedFamiliarity with Windows or macOS environmentsExperience with Microsoft 365 applications (Outlook, Teams, OneDrive)Experience using help desk ticketing systems and remote support toolsExcellent verbal and written communication skillsAbility to stay calm, patient, and professional in high-volume or high-stress situationsComfortable working independently in a fully remote environmentIT certifications (CompTIA A+ or similar) are a plus but not required BenefitsSalary Range: $45,000 to $55,000 annually, based on experienceMedical, Dental, Vision, & Life InsuranceFlexible Spending Account (FSA)Paid Time Off (PTO)Employee Assistance Program (EAP)401(k)Certification reimbursement for approved IT certifications