Service Desk Technician I

Multiple Computer Solutions (MCS) is seeking a Service Desk Technician I to provide front-line support for managed client environments. This role is focused on reactive support, foundational troubleshooting, ticket ownership, documentation, and escalation when issues exceed Level I scope. The right candidate is organized, customer-focused, security-minded, and able to communicate clearly with end users while supporting the stability and professionalism expected in an MSP/MSSP environment.

What You’ll Do

• Perform ticket intake, triage, prioritization, and documentation
• Provide basic troubleshooting for workstations, printers, Wi-Fi connectivity, email issues, and common business applications
• Manage Microsoft 365 user accounts, including account creation, password resets, account disable/enable, and basic license assignment
• Respond to basic RMM alerts and complete guided remediation tasks
• Assist with deployment and verification of endpoint security tools, including AV, EDR, and monitoring agents
• Perform basic networking troubleshooting such as connectivity issues, IP conflicts, and wireless access problems
• Monitor backup alerts and escalate failures for further investigation
• Prepare and deploy new workstations, including OS setup, domain/Azure join, agent installation, and user configuration
• Assist with maintaining accurate device inventory and documentation
• Escalate issues appropriately when they exceed Level I capability

Additional Day-to-Day Work You May Handle

• Microsoft 365 and Outlook access issues
• Password reset and login support
• Printer/scanner troubleshooting
• Basic onboarding setup tasks and user readiness checks
• Documentation updates and client follow-up communication
• Basic security-tool and backup follow-up items under guidance
• Coordination with higher-level technicians for more advanced issues

Core Expectations

All MCS technicians are expected to:

• Communicate professionally and clearly with clients
• Keep clients informed on progress and timelines
• Document work accurately in the PSA
• Maintain technical notes another technician can follow
• Update documentation when systems, credentials, or configurations change
• Take ownership of assigned tickets until resolution or proper escalation
• Maintain a security-first mindset and escalate suspected security incidents immediately
• Collaborate with teammates and participate in knowledge sharing
• Follow operational procedures, prioritization standards, and change discipline

• 1+ year of help desk, IT support, MSP, or strong technical customer service experience preferred
• Working knowledge of Windows 10/11
• Familiarity with Microsoft 365, Outlook, Teams, and common desktop applications
• Basic understanding of printers, user accounts, workstation deployment, and troubleshooting
• Strong written and verbal communication skills
• Good organizational skills and ability to manage multiple tickets
• Ability to follow process, document clearly, and escalate when needed

Preferred Experience

• Experience in an MSP environment
• Exposure to RMM tools and remote support platforms
• Familiarity with basic endpoint security tools such as AV, EDR, or monitoring agents
• Experience with workstation setup, Microsoft 365 user administration, and entry-level network troubleshooting
• Experience handling backup alerts, onboarding tasks, or IT documentation updates

Certification Requirement

• CompTIA A+ required within 6 months of hire

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
• Vision insurance