Managed Services Technician - Level 1

We are a growing Managed Service Provider (MSP) supporting small and mid-sized businesses across the Las Vegas valley. We're looking for a Level 1 Managed Service Technician to join our help desk team as the first point of contact for our clients. This is an excellent opportunity for someone who loves solving technical problems, delivering great customer service, and building a long-term career in IT.

You'll handle a high volume of support tickets, troubleshoot common hardware and software issues, and escalate more complex problems to our senior engineers, all while gaining hands-on exposure to a wide range of technologies and business environments.

What You'll Do

• Serve as the first point of contact for client support requests via phone, email, and ticketing system
• Troubleshoot and resolve Tier 1 issues involving desktops, laptops, printers, mobile devices, and common software applications
• Perform password resets, user account setup, and access management (Active Directory / Microsoft 365)
• Diagnose basic network connectivity issues (Wi-Fi, LAN, VPN)
• Document all work clearly and accurately in the ticketing system (PSA)
• Follow established procedures and escalate unresolved issues to Level 2/3 technicians
• Meet response and resolution time targets (SLAs) while maintaining excellent customer service
• Assist with equipment setup, imaging, and deployment as needed

• 3+ years of IT support or help desk experience (internships and coursework count)
• Familiarity with Windows OS, Microsoft 365, and basic networking concepts
• Strong customer service and communication skills meaning you can explain tech to non-tech people
• Ability to prioritize and manage multiple tickets in a fast-paced environment
• Reliable, punctual, and comfortable working on-site in Las Vegas
• High school diploma or equivalent required

Nice to Have

• CompTIA A+, Network+, or Microsoft certifications
• Prior experience at an MSP or with a ticketing/PSA platform (ConnectWise, Autotask, etc.)
• Experience with remote monitoring and management (RMM) tools, * Associate (Preferred)

Experience:

• Windows: 2 years (Preferred)
• Active Directory: 1 year (Preferred)

Pulled from the full job description

• Paid training
• Referral program
• Professional development assistance
• Tuition reimbursement
• 401(k)
• Health insurance
• Paid time off, * Competitive hourly pay with room to grow
• Clear career path to Level 2 and beyond
• Paid certifications and ongoing training
• Health, dental, and vision insurance
• Paid time off and holidays
• Supportive team environment with hands-on mentorship, * 401(k)
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance