Help Desk Technician L1 - MSP

Help Desk Technician L1 – MSP

• Location: Fair Lawn, NJ
• Compensation: $40,000–$55,000 base + bonus
• Schedule: Hybrid – 4 days onsite / 1 day remote
• Employment: Full-Time, Direct Hire

Overview

A fast-growing Managed Service Provider in Northern New Jersey is seeking a Help Desk Technician L1 to join its expanding Service Desk team. The company supports mid-sized businesses throughout New York City and Northern New Jersey and has experienced significant year-over-year growth.

This is an excellent opportunity for an early-career IT professional who already has a solid technical foundation and wants a structured path into Level 2 engineering. The company provides formal onboarding, senior-engineer mentorship, certification support, and increasing technical responsibility as you progress.

Responsibilities

• Serve as the first point of contact for client support requests via phone and email.
• Troubleshoot and resolve workstation, login, password, MFA, and common application issues.
• Manage basic user administration within Active Directory and Entra ID.
• Support Microsoft 365, including permissions, licensing, and distribution lists.
• Perform workstation deployments, configurations, and troubleshooting.
• Troubleshoot Microsoft Office, Adobe, and other common business applications.
• Configure and troubleshoot network printers, including scan-to-email and scan-to-folder.
• Troubleshoot basic Wi-Fi, DNS, DHCP, and network connectivity issues.
• Utilize PSA and RMM platforms to manage tickets, monitor alerts, and support client devices.
• Use Microsoft Intune to review devices, run scripts, and check compliance.
• Maintain accurate ticket notes and technical documentation.
• Properly escalate advanced networking, server, security, and infrastructure issues to L2/L3 engineers.
• Work toward independently managing approximately 8–12+ tickets per day after completing the initial training period.

Qualifications

• 1–2+ years of IT support experience preferred.
• MSP or fast-paced corporate Help Desk experience strongly preferred.
• Hands-on experience with Microsoft 365 and Active Directory.
• Familiarity with Entra ID and Group Policy.
• Basic Windows Server support experience.
• Experience with workstation deployments and rollouts.
• Foundational networking knowledge, including DNS, DHCP, SMB, and basic connectivity troubleshooting.
• Exposure to PSA, RMM, and/or Intune platforms is a plus.
• Strong troubleshooting and problem-solving ability.
• Strong organizational, documentation, and time-management skills.
• Ability to take ownership of issues and work effectively within a team.
• High school diploma or higher.
• Certifications are not required.

90-Day Ramp-Up

Weeks 1–4: Structured technical training, shadowing senior engineers, and learning client environments and internal processes.

Week 6+: Begin independently owning the support queue, handling approximately 8–12+ tickets per day while continuing to receive mentorship and escalation support from L2/L3 engineers.

Benefits & Perks

• 100% company-paid health insurance
• Dental and vision coverage
• Generous PTO
• 401(k) with Safe Harbor match
• $50/month cell phone reimbursement
• Certification reimbursement
• Internal technical training program
• Structured onboarding and mentorship
• Clear career path from L1 → L2 Engineer