IT Help Desk (MSP | Microsoft 365 | Windows Support)

Hagan Business Machines of Meadville is looking for a Helpdesk Technician to join our team as the first point of contact for client IT support. You will troubleshoot hardware, software, and networking issues, manage support tickets, and help maintain the systems that our clients depend on every day.

Whether you are just starting your IT career or already have years of experience under your belt we want to talk to you.

The Role:

Client Support and Service Delivery - Provide first-level technical support to client end users via phone, remote session, and email - Troubleshoot Windows 10/11 and macOS desktop environments - Support Microsoft 365 (Exchange Online, Teams, SharePoint, OneDrive) - Diagnose and resolve hardware, software, and connectivity issues - Escalate complex issues appropriately while maintaining ownership of tickets

Security-First IT Support - Assist with endpoint security tools (EDR, MFA, DNS filtering) - Support secure remote access and VPN connectivity - Provision and deprovision user accounts in Active Directory and Microsoft Entra ID - Follow security best practices for password resets, access control, and device onboarding - Identify potential security risks and escalate appropriately

Systems and Infrastructure Support - Manage user accounts, groups, and permissions (Active Directory and Microsoft 365) - Support device deployment and configuration (Windows, mobile devices) - Assist with patching and RMM-driven remediation workflows - Basic troubleshooting of networking components (switches, firewalls, TCP/IP, DNS, DHCP) - Work within standardized configurations and documented client environments

Documentation and Process - Accurately document incidents, troubleshooting steps, and resolutions in our PSA system - Follow defined SOPs and contribute to improving documentation - Maintain clear communication with clients throughout the ticket lifecycle - Participate in internal training and process improvement initiatives, · Hands-on experience across industries: You will work with a variety of clients, technologies, and environments instead of supporting a single company's setup

· Room to grow: We invest in our people. As the company grows, so do your opportunities

· Small team, big impact: Your work matters here. You are not a ticket number; you are a key part of how we deliver for our clients

Candidate will have to pass a background check and a pre employment drug screening.

Technical Skills - Experience supporting Windows desktop environments (Windows 10/11) - Working knowledge of Microsoft 365 administration - Understanding of Active Directory and basic networking concepts (DNS, DHCP, TCP/IP) - Familiarity with RMM tools and remote support platforms - Exposure to cybersecurity concepts (MFA, EDR, least privilege) is strongly preferred - Experience in an MSP environment is a plus

Professional Skills - Strong troubleshooting and analytical mindset - Clear, professional communication skills - Customer service orientation with a calm and patient demeanor - Ability to prioritize tasks in a multi-client environment - Commitment to documentation and process consistency - Desire to grow technically and professionally

Professional development assistance, 401(k), Health insurance, 401(k) matching, Paid time off, Vision insurance, Flexible spending account, Life insurance, * 401(k)

• 401(k) matching
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Vision insurance