MSP Service Desk Technician & Coordinator

MSP Service Desk Technician & Coordinator

We are a growing Managed IT Services Provider serving small and mid‑sized businesses across the South Bay Los Angeles area and we are looking for a dependable, client‑focused Service Desk Technician & Coordinator. The role involves keeping the service desk moving, handling Microsoft 365 administration, coordinating hardware logistics, and providing occasional onsite client visits.

This is a fully in‑office position; remote or hybrid arrangements are not available.

• 401(k)
• 401(k) matching
• Competitive salary
• Health insurance
• Opportunity for advancement
• Paid time off
• Training & development

• Serve as a day‑to‑day coordinator for the service desk queue: monitor incoming tickets, triage priority, assign tickets, follow up on open items, and ensure timely resolution.
• Provide Level 1 and Level 1.5 support for business clients.
• Perform Microsoft 365 administration tasks including user account management, MFA support, license assignments, shared mailboxes, distribution groups, and basic Exchange, Teams, SharePoint, and One Drive support.
• Support Windows workstations, laptops, printers, scanners, network connectivity, VPN, Wi‑Fi, and common business applications.
• Stage, image, and configure new workstations and laptops for client deployments.
• Manage equipment inventory, coordinate Fed Ex/UPS shipments, and handle local equipment pickups and drop‑offs.
• Conduct occasional routine onsite visits for local clients, performing basic troubleshooting, checklist‑based maintenance, workstation and printer support, and equipment swaps.
• Coordinate with vendors, carriers, and third‑party support when needed.
• Escalate tickets clearly to Level 2 or Level 3 engineers when appropriate.
• Update tickets with clear notes, next steps, and client communications.
• Maintain and contribute to documentation in IT Glue.
• Provide professional, empathetic, and patient support to end users.

• At least two years of experience with an MSP or a similar outsourced IT support provider, preferably in a multi‑client environment.
• Hands‑on support of multiple business clients in a ticket‑based environment.
• Solid Microsoft 365 administration experience.
• Proven ability to perform onsite field support for business clients.
• Experience supporting Windows 10/11 workstations and common business applications.
• Strong troubleshooting skills for user, workstation, printer, network, and cloud application issues.
• Strong ticket documentation habits and comfort with documentation tools such as IT Glue.
• Valid driver’s license and reliable transportation for local client visits.
• Ability to work from our office daily, with occasional local onsite visits.

• Experience with Autotask, IT Glue, Ninja One, Sophos, Sonic Wall, SharePoint, One Drive, Teams, Entra , Intune, imaging new computers, basic networking, user onboarding/offboarding, or clients with security/compliance requirements.

The ideal candidate possesses strong technical skills and a character that supports our team culture. We look for honesty, dependability, accountability, organization, calmness under pressure, and genuine interest in helping people. The individual should be a true team player, communicate well with both technical and non‑technical users, ask questions when needed, escalates appropriately, and cares about client experience. This role is not suited for someone who prefers to work alone all day, avoid client communication, or focus solely on closing tickets quickly without regard for quality.

This position offers a path to grow into a stronger Level 2 technician, field engineer, or service desk lead role over time.