Service Desk Engineer

Service Desk Technician

Service Desk is a 24/7 team and schedules are based on this coverage.

Shift is 6:00 am to 3:00 pm MT (time may vary by an hour either way). During your training period, shift will be 7:30 am to 4:30 pm MT
.

100% remote, USA – work from home

The Service Desk Technician provides Tier 1 frontline technical support to multiple client environments. This role supports a wide range of technologies across diverse industries and is responsible for resolving moderately complex technical issues while delivering exceptional customer service. The ideal candidate thrives in a fast‑paced MSP environment, can manage competing priorities, and maintains strong documentation and communication standards.

• Serve as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system.
• Provide remote technical support to multiple client environments across Windows and macOS platforms.
• Troubleshoot and resolve moderately complex hardware, software, and peripheral issues.
• Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and One Drive.
• Perform Exchange diagnostics including message tracing, mailbox permissions management, and mail flow analysis.
• Support line‑of‑business applications, remote access tools, and collaboration platforms across various client infrastructures.
• Diagnose and resolve workstation performance issues, operating system errors, and application conflicts.
• Support MFA configuration, conditional access troubleshooting, and secure account recovery processes.
• Manage device enrollment, configuration, and compliance using Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools.
• Assist with deployment of policies, software packages, and configuration changes across client environments.
• Perform account administration within Active Directory and Entra , including permissions management and access troubleshooting.
• Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing issues.
• Support remote monitoring and management (RMM) platforms to proactively identify and remediate issues.
• Manage a ticket queue across multiple clients while adhering to defined SLAs and response targets.
• Accurately log, categorize, prioritize, and document all incidents in the PSA/ITSM platform (e.g., Connect Wise, Autotask, Service Now).
• Perform thorough troubleshooting to identify and resolve issues before closure or reassignment.
• Identify incidents requiring escalation and route them appropriately to Tier 2 or Tier 3 teams.
• Review Entra ‑in logs and investigate suspicious login activity or account lockouts.
• Assist with endpoint security tools including antivirus, EDR, and email security platforms.
• Support remediation efforts following documented security procedures.
• Maintain adherence to client‑specific compliance requirements and data protection standards.
• Deliver professional, high‑quality support while representing the MSP brand.
• Communicate technical findings and solutions clearly to both technical and non‑technical stakeholders.
• Provide timely updates on open issues and manage client expectations effectively.
• Build strong working relationships with client contacts through consistent and reliable service delivery.

• 1–3 years of experience in a service desk or Managed Service Provider (MSP) environment, with MSP experience preferred.
• Strong working knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365 environments including Exchange Online administration.
• Hands‑on experience with Intune and/or Apple device management tools (Addigy, Jamf).
• Experience with Active Directory and Entra .
• Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).
• Familiarity with RMM and PSA tools such as Connect Wise, Autotask, Ninja One, or similar platforms.
• Exposure to endpoint security tools and email security platforms.

• CompTIA A+ and Network+
• Microsoft 365 Fundamentals (MS‑900)
• Modern Desktop Administrator Associate (MD‑102)
• ITIL Foundation
• Vendor certifications related to firewall, security, or RMM platforms (a plus)