Help Desk Technician
Role details
Job location
Tech stack
Job description
The Level 1 / Professional Services Technician is the face of Scale Technology for our clients. You are the first point of contact for reactive support while also performing scheduled onsite visits, new-user setups, hardware deployments, and project work. This is a dual-track role built for someone who thrives in both structured project environments and dynamic, fast-paced support situations.
This position is ideal for a motivated early-career technician who wants accelerated growth, hands-on client exposure, and a clear path to Level 2 and beyond. You will work inside a ticketing system every day, own your queue, and develop the communication skills that separate great technicians from average ones.
· Daily Duties and Expectations
o Client Support & Ticket Management:
- Serve as the first point of contact for client-submitted tickets via phone, email, and portal
- Triage, categorize, and prioritize incoming requests using ConnectWise
- Resolve Level 1 issues including password resets, M365 access, printer troubleshooting, and endpoint issues
- Escalate complex issues to Level 2 or Network Admin with thorough documentation
- Set and manage client expectations around resolution timelines
o Professional Services & Project Work:
- Perform scheduled onsite visits for hardware deployments, workstation setups, and refreshes
- Execute new employee onboarding: device provisioning, M365 account setup, and orientation walk-throughs
- Support structured cabling and low-voltage projects under the direction of senior staff
- Assist with network equipment installations including switches, access points, and firewalls
- Image and configure workstations and laptops using standardized build documentation
o Documentation & Process:
- Accurately capture all ticket notes, time entries, and resolution steps in ConnectWise
- Maintain and update runbooks and standard operating procedures
- Contribute to internal knowledge base with solutions for common recurring issues
o Metrics & Performance:
- Track and maintain response and resolution SLAs
- Contribute to team KPIs including Reactive Hours per End User per Month (RHEM) and ticket closure rate
- Participate in weekly team huddles and individual performance reviews
Requirements
o 1+ years of experience in a helpdesk, IT support, or field technician role
o Proficiency with Windows 10/11 and Microsoft 365 (Teams, Outlook, SharePoint, OneDrive)
o Working knowledge of networking fundamentals: DNS, DHCP, TCP/IP, VLANs
o Experience with or exposure to RMM tools (Datto, ConnectWise Automate) and PSA platforms (ConnectWise Manage)
o Strong verbal and written communication skills - you will talk to real clients every day
o Self-starter with the ability to manage a personal queue and prioritize under pressure
o Valid driver's license and reliable transportation (field visits required)
o A+ and/or Network+ certification preferred (or actively pursuing)
o Associate's degree, technical school certificate, or equivalent experience
· Bonus Points
o Experience with Microsoft Azure AD / Entra ID or Intune MDM
o Exposure to managed security tools (EDR, email filtering, DNS security)
o Any prior MSP experience is a significant advantage
o CompTIA Security+ or Microsoft certifications in progress
Benefits & conditions
Professional development assistance, 401(k), Health insurance, Retirement plan, 401(k) matching, Paid time off, Vision insurance, Health savings account, o Competitive base salary + performance-based bonus
o Paid certifications and professional development budget
o Clear career ladder: L1 * L2 * Network/Cloud Admin * vCIO
o Small team, big client exposure - you will not be anonymous here
o Collaborative culture with real mentorship, not just a ticket queue
Pay: $37,500.00 - $45,000.00 per year, * 401(k)
- 401(k) matching
- Dental insurance
- Flexible spending account
- Health insurance
- Health savings account
- Paid time off
- Professional development assistance
- Retirement plan
- Vision insurance
