Tier 1 Help Desk Technician - Managed IT Services (MSP)

Massive IT is looking for a motivated, dependable, and customer-focused Tier 1 Help Desk Technician to join our growing Managed IT Services team in Tampa, Florida.

We’re looking for someone who enjoys solving technical problems, takes ownership of their work, and understands the importance of providing an exceptional customer experience.

This isn’t just a position where you answer calls and create tickets. You’ll be an important part of our Help Desk team, troubleshooting technical issues, supporting multiple customer environments, and ensuring customers receive timely, professional service.

The ideal candidate is organized, self-driven, technically curious, and capable of managing their workload without constant supervision.

If you enjoy technology, take pride in helping others, and want to continue growing your IT career, we’d love to hear from you.

What You’ll Be Doing

Technical Support & Troubleshooting

• Provide first-level technical support via phone, email, and remote access.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, and common business applications.
• Resolve password resets, MFA issues, account lockouts, and user access problems.
• Assist with Microsoft 365 account administration, licensing, and user provisioning.
• Troubleshoot workstation, printer, VPN, network connectivity, and software issues.
• Support employee onboarding and offboarding for our customers.
• Identify and escalate complex technical or security issues when necessary.

Ticket Management & Customer Support

• Take ownership of assigned support tickets from start to finish.
• Manage your ticket queue, priorities, and follow-ups independently.
• Respond to and resolve support requests within established SLAs.
• Maintain accurate ticket notes, troubleshooting steps, and time entries.
• Communicate proactively with customers regarding ticket progress.
• Escalate issues appropriately with complete documentation.
• Ensure tickets are properly resolved and closed.

Teamwork & Continuous Improvement

• Work closely with Tier 2 technicians and the Help Desk Lead.
• Follow established Help Desk processes and procedures.
• Identify recurring technical issues and opportunities for improvement.
• Contribute to internal documentation and knowledge base articles.
• Share troubleshooting knowledge with team members.
• Continue developing your technical skills and certifications., * Stays organized: You manage your workload, document your work, and keep tickets moving.
• Communicates well: You keep customers informed and explain technical issues clearly.
• Enjoys troubleshooting: You take the initiative to investigate and resolve problems.
• Is accountable: You take responsibility for your work and follow established procedures.
• Works well with others: You’re willing to collaborate, share knowledge, and support your teammates.
• Wants to grow: You’re interested in expanding your technical knowledge and advancing your career.

• 1-3 years of IT Help Desk, Desktop Support, or Technical Support experience.
• Strong troubleshooting skills in Windows and Microsoft 365 environments.
• Experience with user account administration and password/MFA support.
• Basic understanding of networking, including DNS, DHCP, TCP/IP, VPN, and Wi-Fi.
• Familiarity with remote support tools and ticketing systems.
• Strong communication and customer service skills.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Excellent organizational skills and attention to detail.
• Ability to work independently while being a dependable team member., * Previous experience working for a Managed Service Provider (MSP).
• Experience with ConnectWise PSA and RMM tools.
• CompTIA A+ certification.
• Microsoft 365 Fundamentals (MS-900) certification.
• Experience supporting multiple customer environments.
• Basic knowledge of cybersecurity and endpoint protection., * IT Help Desk or Desktop Support: 2 years (Required)

$48,000-$55,000 annually, depending on experience and qualifications., * 401(k) matching

• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance