IT Help Desk Tech

Overview

Professional Business Systems is seeking a client-facing technical support professional with 1-3 years of experience providing responsive, high-quality support across multiple MSP client environments. This role serves as the critical liaison between clients, our Connect Wise Help Desk partner, and the internal technical team. The ideal candidate delivers hands‑on troubleshooting, manages the escalation queue, holds the Help Desk accountable to SLA standards, and maintains strict adherence to ticketing and time tracking processes.

Reports to:

MSP Supervisor / Director of Operations

• 1-3 years of help desk or IT support experience.
• Working knowledge of Windows 10/11, M365 (Outlook, Teams, One Drive, SharePoint), Active Directory basics, and networking fundamentals.
• Experience with support tools and readiness to use them at all times (Connect Wise Manage, Screen Connect).
• Excellent customer service skills — patient, friendly, and professional demeanor at all times.
• Strong verbal and written communication; ability to explain technical concepts clearly to non-technical users.
• Exceptional attention to detail with a strong commitment to thorough documentation and ticket hygiene.
• Proven ability to follow processes consistently, including ticketing and real-time time tracking.
• Strong organizational skills and ability to prioritize multiple concurrent support requests.
• MSP experience and Connect Wise platform knowledge preferred.
• CompTIA A+, Microsoft certifications (MS-900, MD-102) preferred.

• The Help Desk Tech serves as PBS’s primary point of accountability for the Connect Wise Help Desk partner relationship, owning escalation queue management, SLA compliance, and Help Desk performance. This role ensures timely resolution of end‑user issues, holds the Help Desk partner accountable to service quality standards, and handles advanced end‑user support that the Help Desk cannot resolve.
• Escalation Management & Help Desk Partnership
  • Monitor the escalation queue continuously — review every 30-60 minutes throughout the day.
  • Triage and assign escalations: handle advanced end‑user issues directly; route infrastructure/server/network issues to Systems Admins; escalates critical issues to senior staff.
  • Monitor Help Desk performance including response times, resolution rates, and SLA compliance; conduct weekly QA reviews of 10-15 random tickets.
  • Provide constructive feedback to the Help Desk partner, coordinate training, and track/report SLA compliance monthly.
• Technical Support
  • Provide front‑line support via Connect Wise Manage and Screen Connect for issues the Help Desk cannot resolve.
  • Troubleshoot Windows 10/11, M365 applications (Outlook, Teams, One Drive, SharePoint), hardware, and peripheral connectivity.
  • Handle password resets, account unlocks, and basic Active Directory user management.
  • Configure, maintain, and troubleshoot VoIP endpoints including desk phones, softphones, and headsets.
• User Account & Device Management
  • Create, modify, and disable accounts across all systems; manage security groups; configure email, One Drive, and Teams access.
  • Lead new employee onboarding (accounts, devices, email, apps) and offboarding (disable accounts, backup data, wipe devices).
  • Handle all PC/workstation-level tasks: maintenance, updates, tech stack compliance, patch management, and security toolkit deployment.
  • Configure new devices; install RMM and Sentinel One agents; ensure MDM/Intune enrollment compliance.
  • Every client interaction requires a Connect Wise Manage ticket — all calls, emails, and remote sessions.
  • Real‑time time tracking with detailed activity descriptions — start and stop as work happens.
  • Verify resolution with client before closing tickets; document confirmation in the ticket.
  • Update IT Glue with user accounts, device assignments, troubleshooting solutions, and client-specific procedures.
• Continuous Learning
  • Stay current with supported technologies and pursue certifications aligned with career growth path.
  • Contribute to knowledge base updates; create troubleshooting guides and document workarounds.