Level One Help Desk Technician

We are looking for a proactive, detail-oriented Level One Help Desk Technician to be the first line of support for our clients. This role is ideal for someone who enjoys solving problems, learning new technologies, and providing exceptional customer experience. You will work alongside a team of seasoned professionals who take pride in delivering secure, reliable, and responsive IT services.

What You Will Do

• Respond promptly and professionally to client requests via phone, email, or ticketing system
• Diagnose and resolve hardware, software, network, and peripheral issues remotely or in person
• Escalate unresolved or complex issues to senior technicians while maintaining ownership of client communication
• Document all work performed, resolutions, and troubleshooting steps in the ticketing system
• Follow established standard operating procedures (SOPs) to ensure consistent, high-quality service delivery
• Contribute to the team knowledge base by documenting new fixes or process improvements

• High school diploma or equivalent (associate degree or higher preferred)
• Excellent verbal and written communication skills with a strong customer-first mindset
• Strong organizational skills and ability to prioritize in a fast-paced environment
• Reliable transportation and ability to travel to client sites when needed
• Eagerness to learn and grow in a collaborative environment

Bonus Points

• CompTIA A+, Network+, or equivalent certifications
• Experience supporting Windows 10/11, Microsoft 365, and Active Directory
• Basic understanding of TCP/IP networking, VPNs, and remote access troubleshooting
• Prior experience in an MSP or IT support environment

• Competitive pay based on experience and certifications
• Comprehensive health, dental, and vision insurance
• Retirement plan with company match
• Ongoing training, certification reimbursement, and professional development
• Supportive, team-oriented culture with clear paths for advancement

Redbird Security is a security-first Managed Services Provider (MSP) supporting clients across the United States. With over 20 years of experience, we have built a strong family within our team, with our clients, and throughout our community. We deliver best-in-class IT support, automation, and cybersecurity services that help our clients work securely and efficiently. Our success is driven by innovation, reliability, and a shared passion for protecting what matters most.