MSP Helpdesk Technician - Tier 1 - IT Support​/Career Starter

A.K.A. The First Voice Our Clients Hear When Things Go Sideways

At INC Systems, we’ve been helping businesses and non-profits wrangle their technology since 2004. We’re a Managed Service Provider (MSP), but our real differentiator isn’t the tech. It’s the people. We put humans first, technology second, and somehow that math keeps working out.

We’re looking for a Tier 1 Technician. The first responder. The friendly voice on the phone when something’s broken and someone’s frustrated. The person who can take a panicked “my email isn’t working!” call and turn it into a calm, solved problem in fifteen minutes. You’re technically curious, you follow through on what you say you’ll do, and you genuinely like helping people.

That last part is non-negotiable.

This is the role where great IT careers start. You’ll learn our tools, our clients, and our craft. The path from here goes wherever your curiosity and effort take you.

Your day starts with a 15-minute team huddle. We talk about the big stuff (overnight alerts, project deadlines, ongoing issues) and the small stuff (whose turn it is to defend a questionable opinion at lunch). Caffeinated and informed, you’re ready to go.

First call of the morning: a user can’t log in. You walk them through it, reset what needs resetting, verify they’re back in business, and document the ticket. Next up, a computer that’s been acting weird. You suspect malware, run scans, take a backup, and decide whether you’re cleaning it or rebuilding it. You’re patient, methodical, and you don’t skip the documentation step (because you’ve seen what happens when people skip the documentation step).

Mid-morning, a user reports a software issue. Quick diagnosis, remote in, reinstall, verify, done. While you’re in their environment you spot something that could be done better, so you flag it for the Account Guru to review.

Lunch happens. Opinions are aired. Someone references a movie nobody else has seen. The dart board may or may not get used.

In the afternoon, you head onsite to deploy a few new computers we prepped in the office. You set them up, swap the old ones out, verify everything works the way the user expects, and leave the workspace cleaner than you found it. Back at the office, a call comes in: a client server is down. You collect every piece of information you can (when did it start, what changed, who’s affected), then escalates to Tier 2 with a ticket so well‑documented they’re practically grateful.

By end-of-day, you’ve solved problems, made people’s days a little less stressful, and learned something new. That’s the gig.

• Answer calls and emails from end users with patience, curiosity, and a friendly tone (yes, even when it’s the third call about the same printer).
• Troubleshoot Windows, Microsoft 365, common business apps, and the everyday weirdness that comes with PCs.
• Reset passwords, manage user accounts, troubleshoot Outlook and Teams, and handle the bread-and-butter tickets that keep clients running.
• Diagnose malware infections and clean up affected systems (or rebuild them when that’s the right call).
• Document every ticket like the next person who reads it has zero context (because they might).

• Prep new computers in our office: image, configure, install software, verify.
• Deploy hardware onsite at client locations and make sure everything works before you leave.
• Help with client visits when an issue can’t be solved remotely.

• Recognize when a ticket is over your head and escalat to Tier 2 with full context, logs, and notes.
• Spot opportunities to improve client environments or our internal processes and pass them along to the right person.
• Keep learning. Every ticket is a chance to add a new tool to your kit.

• A genuine drive to deliver great customer service and help people. This is the whole job, honestly.
• Strong communication skills, both verbal and written, with the patience of a saint when things get chaotic.
• The ability to explain complicated tech to your grandmother and have her actually get it.
• Reliability and follow-through. If you say you’ll do something, you do it.
• Sharp problem-solving instinct