Help Desk Technician – Level I

and the job listing Expires on January 1, 2026

Managed Service Provider (MSP) Level 1 Help Desk Technician

Reports To

The MSP Service Desk Technician will report to the Service Delivery Manager.

Job Overview

We are seeking a motivated Level 1 Help Desk Technician to join our Managed Services Provider (MSP) team. In this role, you will be the primary point of contact for our clients, responsible for resolving basic IT issues, escalating more complex problems, and delivering exceptional customer service.

This position is ideal for an individual with foundational IT knowledge and a desire to advance within the managed service provider (MSP) environment. You will work with a variety of clients, systems, and technologies, supporting users through our ticketing system, phone, and remote tools.

Our MSP Service Desk Technicians are responsible for maintaining user uptime and improving their computing experiences through effective remote monitoring, maintenance, problem identification, and resolution activities. They also grow and develop our brand perception with existing customers through exceptional customer service. Candidates must be energetic and focused, motivated to learn new technologies, as well as management and maintenance processes. This position requires dedication, persistence, follow‑up, effective utilization of provided resources, and unbeatable customer service.

Accountabilities include identifying user problems and working within structured problem management and resolution processes to remediate them within established Service Level Agreements (SLAs). This involves collaborating with other resources and vendors to deliver effective support services.

Responsibilities and Duties Technical Support

Provide first‑level technical support to clients via phone, email, and remote tools.

Diagnose and troubleshoot basic issues involving:

• Microsoft Office 365 (password resets, account access, Outlook configuration)
• Active Directory (user account management)
• Printers, VPNs, and common workstation problems

Escalate tickets that require advanced troubleshooting to Level 2 or Level 3 support.

Install and configure basic software remotely.

Perform routine system maintenance tasks and updates using RMM tools.

Ability to multitask

Basic understanding of network and server technology: DHCP, DNS, Hardware, Routing, Event Logging, etc.

Other responsibilities include participating in ongoing training and attaining manufacturer and industry certifications.

Client Communication

Deliver excellent customer service and maintain a professional and friendly demeanor.

Communicate technical solutions in user‑friendly language.

Keep clients updated on the status and resolution of their issues.

TICKETING AND DOCUMENTATION

Accurately log all client interactions and technical work in the Auto Task ticketing system.

Assign appropriate severity levels and follow SLA response timelines.

Maintain internal documentation and contribute to the knowledge base as needed.

Remote Management and Monitoring (RMM)

Utilize our remote monitoring and management (RMM), professional services automation (PSA) solutions, and other service‑specific tools and technologies to deliver remote user support services.

Perform routine system checks and updates as needed.

Hardware and Software Management

Assist with installing, configuring, and maintaining hardware and software solutions.

Ensure that software licenses and hardware warranties are up‑to‑date.

Collaborate with other IT professionals within the MSP, including network engineers, system administrators, and cybersecurity specialists, to resolve complex issues.

The ability to collaborate with others based on our defined escalation process is required to respond to complex IT requirements.

Qualifications Experience

Minimum 1 year in a help desk or IT support role (preferably in an MSP setting).

Certifications

CompTIA A+ or in progress. CompTIA Network+ and Microsoft certifications are a plus.

Technical Skills

Familiarity with Office 365, Windows OS, Active Directory, and basic networking (DHCP/DNS).

Experience using PSA and RMM tools (e.g., Auto Task, Connect Wise, Ninja One, Kaseya, etc.).

Soft Skills

Excellent communication, troubleshooting, and customer service skills.

Organized, dependable, self‑motivated, and eager to learn.

Passion for teamwork

Passion for teamwork, continuing education, problem‑solving, and exceptional customer service.

Other Requirements

Valid driver’s license and reliable transportation.

Ability to pass a background check and drug screening.

Willingness to work late shifts or Saturdays when assigned on‑call duty.

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