Help Desk Technician (Tier 1) - MSP Experience Required - Las Vegas

This Help Desk Support position provides Tier 1 level support to users by isolating, troubleshooting, and debugging customer product issues, both remotely and on-site at client locations in the Las Vegas and surrounding area. This person should be kind, confident and calm when assisting end users. You’ll have excellent verbal and written communication skills and the ability to exhibit a high level of comfort while interfacing directly with technical and non-technical clients.

In This Role You Will

On-Site Work:

• Provide on-site desktop, hardware, and end-user support at client locations in the Las Vegas and surrounding area
• Handle equipment setup, moves, peripheral troubleshooting, and basic network troubleshooting during on-site visits
• Serve as the face of QIT Solutions at client sites, maintaining a professional and service-oriented presence
• Resolve the hands-on issues that can’t be handled remotely: hardware failures, cabling, workstation deployments, and in-person user support

Remote and Ticket Work:

• Respond to support requests from customers and prospects via telephone, email, and support tickets
• Troubleshoot and recommend technical solutions for customer issues related to software setup and configuration
• Research and provide solutions for issues related to software and hardware errors
• Collaborate with teammates to resolve client issues while actively contributing to a growing knowledge base that improves the efficiency of our team
• Prioritize numerous issues of varying severity, and effectively manage the resolution of all issues within accepted service levels. This includes ownership of the data entered into our ticketing system and appropriately updating both client and appropriate employees of status of all issues on a timely basis
• Maintain proper documentation relative to Technical best practices, guidelines for standard procedures, check-lists and so on, This is not a systems administration or escalation engineering role. You will not configure Group Policy, manage server infrastructure, or own the Intune tenant, and complex infrastructure problems route to our Tier 3 team. You will work inside those systems on end user tasks: account creation, password resets, device enrollment, and license assignment. This role sits at the entry point of our help desk. Growth from here runs through Tier 2 and Tier 3, and we promote from within, but the starting scope is frontline support.

This is also not a fixed-schedule desk job. On-site visits are scheduled based on client need and ticket volume, not a set number of days per week. Some weeks involve more travel across the Las Vegas and surrounding area than others, and you should be ready for either.

You are passionate about technology and are eager to help people solve their IT problems. You are not intimidated by a challenge and know when to ask for help. You have experience with help desk support, and go out of your way to make sure that everyone you encounter has a positive experience. You are comfortable working on your own at a client site and equally comfortable being part of a remote team. You are interested in growing in your role and excited by opportunities within the Company., * Strong analytical and troubleshooting skills with a proactive, service-oriented mindset

• Clear and professional written and verbal communication skills
• Excellent time management, prioritization, and organizational abilities
• Attention to detail with thorough and accurate documentation practices
• Proficient in troubleshooting Windows and macOS for end users
• Comfortable with hands-on hardware work: workstation and laptop deployments, peripheral setup, docking stations, printers, and basic cabling
• Hands-on experience supporting Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint
• Solid understanding of networking concepts, including TCP/IP, DNS, DHCP, VPN connectivity, and Wi-Fi configuration
• Experience creating and disabling user accounts, resetting passwords, and assisting with device enrollment in Microsoft 365 and Entra ID following documented procedures
• Familiarity with Active Directory user and group basics
• Comfortable walking users through MFA enrollment and sign-in issues
• Experience using RMM platforms, remote support tools, and ticketing systems to resolve user issues efficiently
• Valid driver’s license, reliable personal vehicle, and the ability to travel to client sites throughout the Las Vegas and surrounding area
• Able to lift and move computer equipment, and to work under desks and in server or network closets as needed, * troubleshooting: 1 year (Required)
• MSP Help desk: 2 years (Required)

License/Certification:

• Driver’s License (Required), * troubleshooting: 1 year (Required)
• MSP Help desk: 2 years (Required)

Work Location: Hybrid remote in Las Vegas, NV 89148

• Salary based on experience
• Health, Dental, Vision, Short-Term Disability and Life Insurance
• Flexible PTO policy
• 401(k) Plan with Employer Match
• Mileage Reimbursement
• Added perks

Our Mission & Values

Our Mission: To serve others by delivering trusted technology services with excellence and integrity, honoring God in all we do.

Our Vision: To build a trusted, enduring technology firm that develops leaders, strengthens organizations, and advances God’s purpose through service and excellence.

These aren’t words on a wall. They shape how we hire, how we treat clients, and how we treat each other. If that resonates with you, you’ll find this is a team worth being part of., * 401(k)

• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

QIT Solutions is a managed services provider that specializes in cybersecurity, cloud and IT management. Our clients trust us with their most important data, and we are committed to ensuring that they are always protected and productive. We partner with the best hardware and software brands to create out of the box, secure, and customized solutions for our clients. That is what we do. Who we are is a different story.

We are more than just an “IT company.” We have a nerdy passion for problem solving, a genuine desire to see our team members grow, and a fanatical drive to make our clients happy. We challenge the notion that “calling IT” is a hassle. We value hard work, honesty, integrity, and fun. Do you see yourself here? Read on.