Help Desk Technician

Description

Company: Xtreme Solutions Inc (XSI)

Service Model: Managed Service Provider (MSP) / Managed Security Service Provider (MSSP)

Location: 2859 Paces Ferry Rd. SE. Atlanta, GA 30339

Work Hours: Monday – Friday, 9 AM – 5 PM (Flexibility with customer’s needs)

Salary Range: $45,000 – $55,000 annually (commensurate with experience)

The Level 1 Help Desk Technician serves as the frontline of technical and cybersecurity support for Xtreme Solutions Inc’s MSP/MSSP customers. This role is responsible for initial intake, triage, troubleshooting, and resolution of common IT and security-related issues while ensuring incidents are properly documented, escalated, and resolved in accordance with XSI policies, service level agreements (SLAs), and security standards.

This position plays a critical role in maintaining customer satisfaction, protecting customer environments, and supporting XSI’s proactive, security‑first service delivery model.

• Serve as the first point of contact for customer support requests via ticketing system, phone, and email.
• Troubleshoot and resolve Level 1 issues related to:
  • User accounts, passwords, and multi‑factor authentication (MFA)
  • Email and collaboration platforms (Microsoft 365)
  • Workstations, laptops, and mobile devices
  • Printers, VPN access, and basic network connectivity
• Provide remote support using XSI‑approved RMM and remote access tools.
• Follow documented runbooks, standard operating procedures (SOPs), and security guidelines.

• Create, update, and manage support tickets with accurate documentation, actions taken, and resolution details.
• Escalate unresolved or complex issues to Level 2 or Level 3 engineers following established escalation procedures.
• Assist with user onboarding and offboarding, including device setup, access provisioning, and account deactivation.
• Support routine maintenance tasks such as patching, endpoint health checks, and system monitoring.

• Respond to basic security alerts and events in accordance with XSI security procedures.
• Assist with account lockouts, suspicious login activity, and endpoint security notifications.
• Perform identity verification prior to making any access, account, or security‑related changes.
• Follow incident response and escalation protocols for suspected security incidents or insider threats.

• Maintain accurate documentation of customer environments, configurations, and recurring issues.
• Adhere to XSI security policies, access controls, and least‑privilege principles.
• Support customer compliance requirements (e.g., NIST, CMMC, HIPAA, CJIS, or other regulatory frameworks) as applicable.

• Deliver professional, clear, and courteous communication to customers at all times.
• Set appropriate expectations regarding issue resolution and escalation timelines.
• Represent XSI’s values of accountability, security, and technical excellence.

• 0–2 years of experience in IT support, help desk, or technical customer service.
• Relevant certifications preferred but not required:
  • CompTIA ITF+, A+, Network+,or Security+
  • Microsoft Fundamentals (MD-102, MS-900, SC-900)

• Basic understanding of:
  • Windows and macOS operating systems
  • Microsoft 365 (Exchange Online, Entra /Azure AD, Teams, SharePoint)
  • Endpoint security concepts (antivirus, EDR, MFA)
  • Networking fundamentals (DNS, DHCP, VPN, Wi‑Fi)
• Familiarity with ticketing systems and remote support tools.

• Strong troubleshooting and analytical problem‑solving abilities.
• Excellent written and verbal communication skills.
• Ability to follow procedures, document work thoroughly, and escal…
• Customer‑service mindset with strong attention to detail and…