Help Desk Technician | MSP - Onsite in Madison GA

IT Help Desk Technician Onsite | Madison, GA | Full-Time bdManagedIT is a Managed IT Services Provider based in Madison, Georgia. We help businesses stay secure, supported, and running smoothly through reliable IT service, clear processes, and trusted relationships. We are hiring a Help Desk Technician with solid Level 1 experience who can troubleshoot common technical issues, take ownership of tickets, and communicate clearly with clients. The right person enjoys solving technical problems, learning how systems work, and building their skills in an organized environment where clear processes, accurate documentation, and follow-through matter. You do not need to know everything, but you should be curious, resourceful, and motivated to keep building your technical knowledge. Key Responsibilities Respond to phone, chat, and ticket requests from clients. Troubleshoot Windows, Microsoft 365, printer, password, connectivity, and common desktop issues. Work through technical problems using available tools, documentation, and established processes. Take ownership of tickets and keep clients informed through resolution or escalation. Document troubleshooting steps and resolutions clearly and accurately in our ticketing system. Escalate tickets to the appropriate team member based on SLA requirements and defined processes. Take ownership of the Help Desk ticket boards to maintain proper ticket flow, including scheduling and coordinating tickets for teammates. Recognize when an issue needs to be escalated and provide complete notes and steps already taken. Perform routine health checks, patch reviews, monitoring follow-up, and maintenance tasks. Collaborate with senior technicians and contribute to strong documentation and repeatable processes. What We’re Looking For Approximately 1 to 3 years of hands‑on IT help desk, service desk, or technical support experience in an environment supporting 10+ Windows devices. Strong Windows and Microsoft 365 troubleshooting skills. Experience with ticketing, PSA, or remote support tools. Ability to resolve common Level 1 issues with limited direction. Strong attention to detail, documentation, organization, and follow-through. Comfortable working within clear processes and defined expectations. Strong written and verbal communication skills. Good judgment around when to continue troubleshooting and when to escape. Genuine curiosity about technology and a strong desire to keep learning. Resourcefulness when facing something unfamiliar, including the willingness to research, learn, and ask good questions. Valid driver's license, reliable personal transportation, and ability to occasionally travel to local client sites. Nice to Have Previous MSP experience Experience with ConnectWise, Autotask, or a similar PSA/ticketing platform CompTIA A+ or equivalent technical knowledge Why bdManagedIT As a Help Desk Technician, you’ll join a team that values service, consistency, accountability, and continuous improvement. Dedicated paid training time each month. Support for certifications and continued technical development. Mentorship from experienced technicians. Clear opportunities to grow into higher-level technical roles. An organized environment with defined processes and expectations. Exposure to different client environments, systems, and technologies. Benefits & Perks Medical coverage. Paid Time Off. Paid holidays. Training and certification support. Clear career growth path. Location & Work Arrangement This is a fully onsite position in Madison, Georgia. Candidates should live within approximately 30 minutes of the office. Occasional travel to a local client site may be required. Schedule: Monday through Friday, 8 am to 5 pm Compensation Compensation will be based on experience. This is a full-time, hourly, non-exempt position. bdManagedIT is an Equal Opportunity Employer. #J-18808-Ljbffr bdManagedIT