Tier 1 MSP Technician

Position Summary

Cloud5's Managed Services division provides 24/7 service desk solutions tailored to the hospitality industry. This role serves as the first point of contact for hotel staff seeking technical support. The Service Desk Agent is responsible for troubleshooting and resolving a wide range of front-line IT issues—including workstation problems, printer malfunctions, password resets, email administration, and coordinating with hotel technology vendors.

Agents are expected to provide thoughtful, solutions-oriented support while maintaining professionalism, empathy, and humility in every interaction.

• Delivering first-line technical support to hotel staff via phone, email, and ticketing systems.
• Troubleshooting and resolving issues related to workstations, printers, internet connectivity, password resets, email accounts, and user access.
• Engaging with third-party vendors as needed to resolve issues.
• Logging all support interactions clearly and thoroughly in the ticketing system.
• Escalating unresolved or complex issues to Tier 2 or appropriate internal teams following defined procedures.
• Participating in ongoing training and knowledge sharing to stay current with tools and systems.
• Supporting special or ad-hoc projects as assigned.

We expect this role to evolve. Other responsibilities may be assigned based on business needs.

• High school diploma or equivalent (post-secondary education in IT preferred).
• 1-2 years of experience in technical support or customer service.
• Strong problem-solving and analytical abilities.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite and common support tools (e.g., ticketing systems, remote access tools).
• Experience in hospitality, call centers, or IT service desks is considered an asset.
• Relevant technical certifications (e.g., CompTIA A+, ITIL Foundation, HDI Support Center Analyst) are preferred.
• Ability to work independently and collaboratively in a fast-paced, customer-focused environment.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as part of a 24/7 schedule.

Onsite in Greater St-Louis, MO area.

• Sitting/standing duration, lifting if applicable.
• Computer/phone use expectations.

Benefits include medical, dental, vision, 401(k), flexible PTO, parental leave, and more.

Cloud5 Communications is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.