Information Technology Help Desk Technician

Job Purpose and Objective:

The Service Desk Technician serves as the first point of contact for client technical support requests in a fast-paced Managed Service Provider (MSP) environment. This position is responsible for diagnosing, documenting, and resolving technical issues across multiple client environments while providing exceptional customer service and meeting established Service Level Agreements (SLAs).

The ideal candidate is self-motivated, detail-oriented, and able to manage multiple priorities while communicating professionally, maintaining accurate documentation, identifying recurring issues, recommending process improvements, and escalating technical or customer concerns when appropriate. Position may be required to perform other related duties as assigned.

Provide day-to-day customer support through the Service Desk.

• Front-line triage,