Help Desk Agent

Job Description Job Description Company Overview Advanced Business Innovations (ABI) is an MSP (Manage Service Provider) located in Canoga Park, CA. ABI provides computing and telecommunications solutions to small and mid-size businesses throughout Los Angeles County. Over the past 25+ years, the company has achieved strong revenue growth and profitability due to its commitment to providing customers with high-quality solutions and industry-best customer service. Note: This is a local position only, and we do not offer a relocation program. Support Desk Tier II IT Technician About the Role We are seeking a proactive and skilled Tier 2 Support Desk Technician to join our growing MSP team. This role is primarily based out of our main office, where you will handle Tier 2 service tickets and provide remote support for a wide range of client environments. The ideal candidate will also be comfortable traveling locally for on-site support when required, such as hardware issues, network troubleshooting, or client escalations. This is a client-facing role that requires excellent communication skills, technical knowledge, and the ability to manage multiple issues in a fast-paced environment. What You’ll Do Troubleshoot and resolve escalated tickets from Tier 1 support, including more complex workstation, server, and network issues. Provide remote support for clients via RMM and ticketing systems. Respond to and resolve issues related to Microsoft 365, Windows desktops, servers, printers, VPNs, and basic network connectivity. Perform occasional on-site visits to client offices for hardware installations, network troubleshooting, or escalated issues. Communicate effectively with clients to explain issues and solutions in a user-friendly manner. Monitor and respond to alerts and system events in accordance with SLA requirements. Document all work performed in PSA/ticketing system with clear and thorough notes. Collaborate with Tier 1 and Tier 3 teams to ensure effective resolution of client issues. Maintain accurate inventory and documentation for client systems, configurations, and credentials (within policy). Assist with user onboarding/offboarding and account changes across various platforms. Participate in regular team meetings, training, and knowledge-sharing sessions On Call Weekly rotation after 90 days What You Bring 4+ years of help desk or technical support experience in an MSP or multi-client environment. Solid knowledge of Windows 11, Microsoft 365, Active Directory, DNS/DHCP, Barracuda Email Security, VPN setup and troubleshooting, Prior experiencing with configuring and troubleshooting Firewalls, printers, and remote access tools. Experience with ticketing systems (e.g., ConnectWise, Autotask) and RMM platforms (e.g., NinjaOne, Kaseya, N-able). Strong troubleshooting skills across workstations, networks, and cloud services. Excellent written and verbal communication skills. Ability to prioritize and manage time effectively in a ticket-driven environment. Must have reliable transportation and a valid driver's license (for occasional on-site work). Ability to lift and move computer equipment as needed. Bonus Points · Bachelor’s degree in computer science CompTIA A+, Network+, Security + or Microsoft certifications (MCP, M365 Fundamentals, etc.) Experience with firewalls (SonicWall, Ubiquiti, etc.) and basic networking concepts. Exposure to virtualization (Hyper-V/VMware) and backup solutions. Familiarity with mobile device management (MDM) tools such as Intune. Familiarity with account application ex: QuickBooks, Accounting CS, Lacerte Why Work With Us? We’re a close-knit team that supports small to mid-size businesses across SoCal and beyond. You won’t get lost in a massive corporate IT department or stuck doing the same thing every day. We work hard, move fast, and enjoy a healthy mix of technical challenges and client interaction. If you’re looking to grow in IT—and actually enjoy the ride—this is the place for you. ​​​​​​ Benefits After the probationary period, we offer the following benefits: Health insurance and dental/vision coverage. 401K retirement plan. Company-paid holidays. Mileage reimbursement for vehicle usage during the workday at the current Federal mandated rate. \nCompany Description Advanced Business Innovations (ABI) is an MSP (Manage Service Provider) located in Canoga Park, CA. ABI provides computing and telecommunications solutions to small and mid-size businesses throughout Los Angeles County. Over the past 25+ years, the company has achieved strong revenue growth and profitability due to its commitment to providing customers with high-quality solutions and industry-best customer service. Company Description Advanced Business Innovations (ABI) is an MSP located in Canoga Park, CA. ABI provides computing and telecommunications solutions to small and mid-size businesses throughout Los Angeles County. Over the past 25+ years, the company has achieved strong revenue growth and profitability due to its commitment to providing customers with high-quality solutions and industry-best customer service.