Help Desk Technician Tier I (Managed Services)

Help Desk Technician Tier I (Managed Services)We are an innovative and rapidly growing full-service IT consulting firm providing cutting-edge technologies and customized solutions to businesses in the Middlesex County area and beyond. Since 2003, we've cultivated strong customer loyalty, with clients often requesting specific techs by name. At this time we are seeking a Help Desk Technician Tier I (Managed Services).The Help Desk Technician Tier I (Managed Services) will be supporting technologies including Active Directory, Windows OS, Microsoft 365, Windows Server, SonicWALL, Aruba Switches, and Azure Entra ID.Previous MSP experience is required for the Help Desk Technician Tier I (Managed Services) role.Help Desk Technician Tier I (Managed Services) Key Responsibilities:Provide Tier 1 technical support for various clients remotely and onsite within 30 minutes of our office.Handle 100% L1 support tickets and escalate to L2 as needed.Support key technologies including Microsoft 365, Windows 10/11, Active DirectoryPerform password resets and email forwarding within the M365 tenant.Manage Active Directory tasks such as changing passwords and adding printers.Unbox, transfer, and set up PCs in client buildings.Deploy preprogrammed firewalls and switches (SonicWALL firewalls, Aruba switches, Datto WAP).Handle basic troubleshooting and escalate issues to Tier 2 support as needed.Help Desk Technician Tier I (Managed Services) Required Qualifications:Previous experience working for a Managed Service ProviderExperience with any RMM tools (preferably Nable, NCentral, AutoTask, IT Glue).Basic understanding of networking and server support.Ability to handle standard IT support issues and escalate complex problems appropriately.Strong problem-solving skills and customer service orientation.Willingness to undergo fingerprinting and background checks (required for clients)Help Desk Technician Tier I (Managed Services) Benefits:Health InsurancePTO + Paid HolidaysPaid TrainingCertification ReimbursementMileage ReimbursementPerformance & Compensation reviews bi-annuallyAnnual bonus based on company performance