About This Role
This entry-level Help Desk Technician position provides remote technical support to users across a variety of small and mid-sized businesses as part of the Managed Services team. It is a good opportunity for someone early in their IT career who enjoys troubleshooting, working with people, and learning new technologies. You will work alongside experienced technicians and engineers, developing hands-on experience across Microsoft 365, Windows, networking, security, and cloud technologies.
Responsibilities
- Respond to client support requests by phone, email, and ticketing system
- Troubleshoot common Windows desktop and laptop issues
- Support Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint
- Assist with password resets, account lockouts, MFA, and basic user administration
- Troubleshoot printers, peripherals, applications, and connectivity issues
- Perform basic network troubleshooting including Wi-Fi, DNS, DHCP, VPN, and Internet connectivity
- Install and configure approved software and applications
- Assist with new user setup, workstation configuration, and employee onboarding/offboarding
- Use remote support tools to diagnose and resolve client issues
- Document troubleshooting steps and resolutions in the ticketing system
- Monitor assigned tickets and communicate status to clients
- Escalate issues appropriately when additional technical expertise is required
- Follow established security, documentation, and change-management procedures
Requirements
- Basic understanding of Windows 10/11
- Familiarity with Microsoft 365 applications
- Basic understanding of computer hardware and networking
- Strong troubleshooting and problem-solving skills
- Clear written and verbal communication skills
- Professional and customer-focused demeanor
- Ability to manage multiple requests and priorities
- Willingness and ability to learn new technologies
- English (required)
Nice to have:
- Previous professional IT experience (not required)
- Relevant coursework, certifications, home labs, internships, or personal technical experience
- Experience with Microsoft 365 or Azure/Entra ID
- Experience with Active Directory
- Experience with Remote monitoring and management (RMM) tools
- Experience with IT service management or ticketing systems
- Experience with TCP/IP, DNS, DHCP, VPNs, and Wi-Fi troubleshooting
- CompTIA A+, Network+, or Microsoft certifications
- Experience in Managed Service Provider (MSP) environments
Benefits
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Vision insurance
Important Details
- Expected hours: 40.0 per week
- No client-site travel is required
About the Company
This company is a Managed Service Provider (MSP) that supports multiple client organizations and technology environments. Technicians are expected to document their work carefully, follow established processes, communicate clearly with clients, and know when to escalate an issue.
