MSP Level I Help Desk Technician / Service Desk Queue Coordinator

We are seeking a Tier 1 Help Desk Technician with MSP experience who will also serve as a Service Desk Queue Coordinator. This role is ideal for someone who thrives in a fast-paced environment managing multiple incoming tickets, ensuring nothing is missed, and maintaining SLA-driven service delivery.

You will act as the first line of technical support and ticket flow controller within a Managed Service Provider (MSP) environment.

Key ResponsibilitiesTicket Queue & Coordination (Core Focus)

• Monitor and manage incoming service desk tickets in real time
• Categorize, prioritize, and assign tickets based on urgency and technical skill level
• Ensure all tickets are acknowledged within SLA requirements
• Balance workload across Tier 1, Tier 2, and Tier 3 technicians
• Reassign and escalate tickets as needed to prevent backlog
• Maintain continuous visibility of ticket flow and queue health

Tier 1 Technical Support

• Serve as first point of contact for end-user support requests
• Troubleshoot:
• Password resets & account access issues
• Microsoft 365 issues (email, login, Outlook, Teams)
• Basic hardware/software issues
• Printer, Wi-Fi, VPN connectivity issues
• User onboarding/offboarding tasks
• Accurately document all troubleshooting steps in the ticketing system
• Escalate complex issues using established processes

Client Communication

• Provide clear, professional support to end users
• Translate technical issues into simple explanations
• Maintain a positive customer service experience at all times

Tools & Systems

• Use PSA/RMM tools for ticket tracking and system monitoring
• Manage tickets in platforms such as ServiceNow, Autotask, or Datto
• Support workstation setups, deployments, and onboarding processes
• Monitor alerts and assist with routine maintenance tasks

Team Collaboration

• Act as communication bridge between Service Desk and technical teams
• Keep technicians updated on ticket priorities and escalations
• Participate in team meetings and provide feedback on ticket trends

• 1-2 years of IT Help Desk / Service Desk experience (minimum required)
• Experience in a Managed Service Provider (MSP) environment preferred
• Experience with ticketing systems (ServiceNow, Autotask, Datto, or similar) required
• Basic Active Directory experience (user accounts, resets, group management)
• Microsoft 365 troubleshooting experience
• Basic understanding of networking (Wi-Fi, VPN, IP addressing), * Active Directory: 1 year (Required)
• Ticketing Systems (ServiceNow / Autotask / Datto, etc.): 1 year (Required)
• MSP or high-volume IT support environment: 1 year (Required)

Work Location: Hybrid remote in Grapevine, TX 76051

Tuition reimbursement, 401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Dental insurance, All offers of employment are contingent upon successfully passing a pre-employment background check and drug screening.

The drug screening includes testing for marijuana, in addition to other controlled substances, in accordance with applicable law.

Pay: $40,000.00 - $55,000.00 per year, * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Application Question(s):

• What is your Citizenship Status?
• Do you currently require, or will you at any point in the future require, visa sponsorship to work in the United States? (Yes / No)