Helpdesk Technician - Managed Service Provider (MSP)

The Helpdesk Technician is responsible for supporting and administering client IT environments in a fast-paced MSP setting. This role includes monitoring and maintaining systems, handling tier 1 support tickets, participating in projects, and ensuring our clients' infrastructure is secure, stable, and optimized., Provide Tier 1 support for Windows servers, workstations, and network devices.

Troubleshoot and resolve incidents from the help desk within defined SLAs.

Manage user accounts and access permissions across multiple client environments.

Monitor system health, capacity, and performance using RMM and monitoring tools; proactively address alerts.

Support firewalls, switches, VPNs, and wireless infrastructure according to client needs and standards.

Document work performed, resolutions, and environment changes in the ticketing system and knowledge base., 8-5 Monday through Friday, with occasional after-hours work for maintenance, emergencies, or project cutovers.

Participation in an on-call rotation as required.

Remote help desk work from the office/ occasional on-site client visits, depending on client and company needs.

Do you have experience in Windows?, You'll work with multiple client environments, so adaptability, strong troubleshooting skills, and clear communication are essential., 1 to 2 years of experience in an MSP or multi-tenant environment.

Windows Server and Active Directory

Microsoft 365 user administration

Working knowledge of TCP/IP networking, DNS, DHCP, VPNs, and firewall concepts.

Familiarity with RMM and PSA tools typically used in MSPs.

Proven troubleshooting skills and ability to handle complex, multi-factor issues.

Strong written and verbal communication skills, including client-facing communication.

Personal Attributes

Customer-focused mindset and professional demeanor.

Ability to manage multiple priorities and client environments simultaneously.

Strong attention to detail and documentation.

Self-motivated, able to work independently and as part of a team.

Willingness to share knowledge and continuously learn new technologies.

Pulled from the full job description

• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Chattanooga Business Machines is a managed service provider supporting small and mid-sized businesses across Chattanooga and surrounding areas. We deliver proactive IT support, cloud services, cybersecurity, and strategic guidance to help our clients get more from their technology.