MSP Level I Help Desk Technician

Job Title: MSP Level I Help Desk Technician

Salary Range: $40,000 - $60,000 Annually BOE with Bonus Structure

Shift: This is a hybrid role requiring in-office work on Tuesdays and Thursdays. The work schedule follows a rotating pattern of either 6:00 AM - 3:00 PM or 6:00 AM - 2:30 PM, with shifts alternating every month.

About Us:
A growing IT managed services provider (MSP) with clients throughout the U.S., this team comes from diverse backgrounds across the technology services landscape and are united with the shared goal of ensuring that tomorrow is productive and profitable for all we serve, and are committed to providing exceptional support to our clients.

Position Overview:
We are seeking a motivated and detail-oriented MSP Level I Help Desk Technician to join our support team. In this role, you will be the first point of contact for our clients, providing essential technical support and ensuring their IT issues are resolved efficiently. You will play a key role in monitoring our systems, managing ticket queues, and providing excellent customer service. Responsibilities:

• Serve as the initial point of contact for client technical support requests via chat, phone, and email.
• Monitor ticket queues and system alerts, prioritizing and addressing issues promptly.
• Ensure all tickets in assigned queues are responded to and progressed according to service level agreements.
• Provide end-user support in an enterprise Windows environment, including basic Windows system management, security, application support, and network/storage assistance.
• Troubleshoot and resolve end-user issues related to desktops, printers, file shares, and Wi-Fi/LAN connectivity.
• Track all work and time accurately within the ticketing system.
• Act as the initial point of contact and collaborate with external hardware/software vendors for support as needed.
• Collaborate effectively with other team members to resolve complex issues and share knowledge.
• Demonstrate strong attention to detail in all tasks.
• Maintain clear and professional communication with clients and internal staff.
• Be adaptable and willing to handle a variety of tasks as needed.

Required Skills and Experience:

• Experience with Active Directory.
• Experience with Microsoft 365.
• Experience with ticket management and monitoring systems.
• Basic understanding of PC hardware and software.
• Attention to detail and strong communication skills (written and verbal).

Desired Skills and Experience (Plus Factors):

• Experience with Autotask and/or Datto platforms.
• Familiarity with Cybersecurity concepts and tools (e.g., Blockworks, Deep Instinct, Avalon).
• Basic understanding of Mac operating systems.

Work Environment:
This is a desk-based position with a consistent shift schedule. You will be part of a collaborative team environment focused on client satisfaction.
Salary and Benefits:

• Competitive annual salary is between $40,000 and $60,000.
• Robust bonus program tied to performance, offering significant earning potential (approximately 10% of base salary).
• Profit-sharing contributions to your 401K.
• Comprehensive health, dental, and vision insurance plans.
• Reimbursement for certifications and training to support your professional growth.
• Cell phone reimbursement.
• Join a collaborative and supportive team environment where your contributions are valued.