Helpdesk Technician (MSP)

Job Description

Job Description

What This Role Is All About
Overview & Expectations

We are a fast paced Managed Services Provider supporting businesses that rely on their technology working properly every day. When something breaks or slows down, our Helpdesk Technician is often the first person the client interacts with.

This is a Tier 1 position focused on structured troubleshooting, professional communication, and consistent execution.

Less than 10 percent of our tickets are password resets. The majority require real troubleshooting across workstations, printers, Microsoft 365, and endpoint related systems. Most support is handled remotely with minimal onsite work for standard tickets.

This role is not a classroom environment. You will receive basic guidance on how our systems and processes work. From there, you will learn by handling real tickets inside a structured system with clear standards and accountability. We do not run ongoing weekly training sessions.

You will collaborate closely with other technicians who are available to support you when needed. We want you to succeed. At the same time, you are expected to think, take ownership of issues, and grow through hands on experience.

This role is best suited for someone who values stability, clear expectations, and steady technical growth. If you prefer predictable structure, meaningful troubleshooting work, and long-term consistency, this is a strong fit.

• Respond to client service requests and contact users directly to begin troubleshooting
• Assist with basic endpoint troubleshooting including printers, workstation issues, Microsoft 365 user issues, and minor network connectivity problems
• Identify when issues require escalation and route them appropriately
• Troubleshoot and manage endpoint antivirus through our centralized portal(s)
• Configure and support Microsoft 365 user accounts and email on workstations
• Navigate and manage tickets inside the PSA using defined status workflows such as Internal Review, Waiting Customer, and Submit for Review
• Document work clearly and accurately so tickets can be reviewed when escalated
• Obtain approval from authorized users and secure written time caps when required
• Communicate professionally with clients by phone and email at all times
• Manage multiple tickets while maintaining organization and follow through
• Occasionally assist with onsite endpoint equipment such as PCs, laptops, access points, and firewalls

This role is strictly focused on endpoint systems. Server access is not part of standard Tier 1 responsibilities unless specifically assigned.

• Minimum two years of professional technical support experience in a business environment
• Strong troubleshooting ability across hardware, software, and basic networking
• Working knowledge of Microsoft 365 setup and support
• Understanding of email protocols such as POP, IMAP, and Exchange
• Basic network troubleshooting skills including physical and logical connectivity
• Comfort working both remotely and onsite when required
• Clear and professional communication skills
• Ability to manage time effectively and move between tickets without losing focus
• Ability to follow established processes and ticket workflows exactly
• Strong documentation habits and attention to detail
• Comfort lifting equipment up to 50 lbs and working in field environments when needed
• Associate degree in a relevant technical field preferred
• Experience working in an MSP environment strongly preferred

Required Certifications

(Required within 90 days of hire. Exam cost reimbursed)

• A+ Certification
• Microsoft MD-100
• Microsoft MD-101
• Network+
• Microsoft 365 Administrator certification (MS-102)

Professional Traits

• Reliable and consistent work habits
• Comfort operating in a structured environment with clear expectations
• Ability to take ownership of issues rather than waiting to be directed
• Willingness to ask focused questions and apply feedback quickly
• Mature and professional demeanor with clients and team members

You will work inside a fast-paced MSP environment where real issues get solved every day.

Most of your work will be remote support, giving you exposure to a wide range of endpoint and Microsoft 365 issues across multiple businesses. Onsite visits are limited for standard support but may occur when equipment needs to be installed or replaced.

You will gain hands on experience quickly. This is not a classroom setting. You learn by working real tickets in a structured environment with clear expectations. You will collaborate closely with other technicians who are invested in your success, but you are expected to take initiative and grow through experience.

We move quickly. Clients rely on us. You will be trusted to manage your workload, communicate professionally, and represent the company well.

Occasional overtime may be required when clients need us outside normal business hours.

If you are looking for steady technical growth, meaningful troubleshooting exposure, and a professional team that values reliability and accountability, this is a strong opportunity.

• Health Insurance
• Health Savings Account (HSA)
• Generous PTO Policy
• 401(k) with Company Match
• Annual Staff Appreciation Party and Annual Holiday Celebrations
• Performance Based Incentive / Bonus Program
• Career Growth and Development Opportunities
• Unlimited Cappuccinos, Flat Whites, Hot Chocolates, Mochas, Lattes and more…

Benefits may vary based on role and may be modified at the company’s discretion.

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