Help Desk Technician

The Help Desk L1 Agent is the first point of contact for clients in our MSP (Managed Service Provider) environment, working under the supervision of the Director of Help Desk. This role handles troubleshooting and resolution of technical issues while delivering excellent customer service. We’re looking for someone with strong critical thinking skills, a customer-centric mindset, and a foundational understanding of IT systems and networks.

Schedule

• Monday-Friday, 8am-5pm, with flexibility as needed
• On-call rotation for after-hours support
• Occasional nights, weekends, or holidays as needed
• In-office position with potential for some remote workdays
• Occasional travel to customer sites

Responsibilities

• Serve as the first point of contact for clients via phone, email, and the ConnectWise ticketing system
• Diagnose and troubleshoot hardware, software, and network issues
• Provide front-line technical support and escalate complex issues to L2/L3 as needed
• Assist with installation, configuration, and maintenance of client IT systems
• Deliver remote and on-site support as needed
• Maintain accurate, detailed records of client interactions in ConnectWise
• Create and update technical documentation and knowledge base articles
• Build strong client relationships through proactive support and follow-up
• Educate clients on IT best practices and preventative maintenance

• Basic knowledge of Microsoft 365 admin portal and application suite
• Basic understanding of Windows 10/11 (Mac not required)
• Basic knowledge of network infrastructure (modems, firewalls, VPNs, routers)
• Familiarity with remote support tools (TeamViewer, ScreenConnect, Bomgar)
• Printer support experience (installing/configuring network and local printers)
• Basic understanding of antivirus/security software (SentinelOne, Sophos, FortiClient)
• Basic Outlook troubleshooting and connectivity skills
• Hardware troubleshooting experience (PCs, thin clients, laptops, printers)
• Familiarity with mobile devices, tablets, and 2FA applications
• Experience with ticketing systems (ConnectWise, ServiceNow, JIRA)

Core Competencies

• Excellent verbal and written communication; able to explain technical concepts clearly to non-technical clients
• Strong customer service skills across phone, email, and in-person interactions
• Solid analytical and systematic troubleshooting ability
• Effective time management and ability to juggle multiple support requests
• Collaborative team player who shares knowledge with colleagues
• Adaptable to changing technologies and environments
• Composed under pressure; patient with clients, even in de-escalation scenarios
• Takes ownership of tasks and follows through on commitments, * High school diploma or equivalent; Associate’s degree in IT or related field preferred
• CompTIA A+, Network+, or similar certification preferred
• 1-2 years of technical support experience, ideally in an MSP help desk environment
• General familiarity with the ITIL framework and help desk best practices

Pulled from the full job description

• Professional development assistance
• 401(k)
• Health insurance
• 401(k) matching
• Paid time off
• Vision insurance
• Dental insurance, * 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance