Help Desk Engineer

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This range is provided by Prosum. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

$30.00/hr - $35.00/hr

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Shifts: 8AM-5PM Mon-Fri. May be adjusted depending upon location and team need

Location: Memphis TN (38138) or Torrance, CA

Candidates must have prior MSP experience with a solid work history.

Candidates must be able to work onsite 5 days a week.

Overview:

As a Helpdesk team member, you will handle first-level support (and second-level if qualified) for over 100 clients, primarily providing end-user support for Windows PC/Laptops and Apple MAC/Mac Book.

You will use Microsoft Office suite, Microsoft Entra, Google G Suite applications, and client-owned business applications.

Technical Support & Client Communication

• Communicate with customers: keep them informed of incident progress, notify them of changes or outages.
• Provide IT support for Microsoft 365 (Outlook, One Drive, SharePoint) and operating systems (Windows 10, Windows 11, macOS).
• Assist with basic network issues: PC connectivity, WiFi setup, user settings.
• Support remote access solutions: VPN & CITRIX Terminal Services.
• Monitor system alerts and respond via service tickets.
• Coordinate with the Service Desk to route requests efficiently.
• Escalate complex requests to engineer-level support.
• Use CONNECTWISE ticketing system for notes and time tracking.
• Familiar with CONNECTWISE AUTOMATE and CONNECTWISE CONNECT platforms.
• Accurately complete timesheets and log shift times.

Required Skills

• Active Directory: manage user and computer accounts, reset passwords, unlock accounts, manage folders and groups.
• O365 Administration: create shared mailboxes, distribution lists, manage licenses, trace messages.
• Diagnose and resolve network connectivity issues, including CITRIX and VPN technologies.
• Experience in PC hardware repairs is advantageous.
• Experience in deploying and migrating user data to new PCs.
• Excellent verbal and written communication skills.
• Hands-on experience with Connectwise Ticketing system.

Day-to-Day Tasks:

• Answer client calls during shifts.
• Assist customers via chat sessions.
• Manage cases within Service Level Objectives.
• Schedule follow-up calls for troubleshooting.
• Set up and terminate user accounts.
• Respond to proactive alerts like disk space or hardware issues.
• Triaging and resolving cases, handing off or escalating as needed.
• Log actions in Connectwise and record shift times.

• Mid-Senior level

• Contract

• Information Technology

• IT Services and IT Consulting

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