MSP - Service Desk Technician

Description About Preferred Business Systems We're a growing Managed Service Provider (MSP) based in Whippany, NJ, delivering hands‑on IT support, network management, and cloud solutions to a diverse client base across the region. We're not a help desk churn‑and‑burn shop — we’re a tight‑knit team that invests in our people, promotes from within, and gives technicians real ownership of their client relationships. Position Summary The Level 1 Technician is an entry‑level technical support contributor within our MSP responsible for providing first-line assistance to end users. This role is customer-service driven and triage-focused, ensuring tickets are accurately logged, categorized, and either resolved or escalated efficiently. The ideal candidate demonstrates strong communication skills, foundational technical knowledge, and the ability to follow established troubleshooting procedures. This individual plays a critical role in delivering a positive client experience, maintaining SLA compliance, and supporting the overall effectiveness of the Service Desk. Key Responsibilities Service Desk Support & Ticket Triage Serve as the first point of contact for client technical issues via phone, email, and ticketing system. Log, categorize, and prioritize incidents and service requests. Perform initial troubleshooting using standard operating procedures (SOPs). Resolve basic technical issues or escape with complete documentation. End-User Support Assist users with common issues involving: Password resets and account lockouts Basic application support Peripheral devices (printers, monitors, keyboards) Support workstation setup and onboarding tasks. Provide clear, professional communication to non-technical users. Microsoft 365 & Identity Support Perform basic administrative tasks: Password resets MFA assistance License assignments (as directed) Troubleshoot common Outlook and login issues. Endpoint & Hardware Assistance Support basic workstation troubleshooting. Assist with device imaging, provisioning, and deployments. Identify potential hardware failures and coordinate replacements. Documentation & Ticket Quality Maintain accurate and concise ticket notes. Follow ticket workflows, SLAs, and escalation guidelines. Reference and contribute to the knowledge base when appropriate. Collaboration & Learning Work closely with Level 1.5 / Level 2 technicians on escalations. Seek guidance when troubleshooting unfamiliar issues. Actively develop technical and customer service skills. Preferred Qualifications Prior helpdesk, retail tech, or customer support experience. Familiarity with PSA or ticketing systems. Entry‑level certifications (or pursuing): CompTIA A+ Microsoft Fundamentals (MS-900, etc.) Exposure to RMM or remote support tools. What Success Looks Like in This Role Tickets are logged accurately and routed correctly. Basic issues are resolved quickly and efficiently. Escalations contain clear troubleshooting steps and notes. SLA and response targets are consistently met. Demonstrates steady technical skill development. Requirements Required Qualifications 0–2 years of experience in IT support, helpdesk, or customer service role. Foundational understanding of: Windows desktop environments Basic networking concepts (Wi‑Fi, internet connectivity) Microsoft 365 fundamentals Strong communication and interpersonal skills. Ability to follow documented processes and troubleshooting steps. Strong organizational and time management abilities. Preferred Qualifications Prior helpdesk, retail tech, or customer support experience. Familiarity with PSA or ticketing systems. Entry‑level certifications (or pursuing): CompTIA A+ Microsoft Fundamentals (MS-900, etc.) Exposure to RMM or remote support tools. What Success Looks Like in This Role Tickets are logged accurately and routed correctly. Basic issues are resolved quickly and efficiently. Escalations contain clear troubleshooting steps and notes. SLA and response targets are consistently met.Demonstrates steady technical skill development. Why Technicians Stay at PBS Real MSP work: Multi-client variety — no two days are the same Growth path Clear progression: L1.5 ? L2 ? Senior Tech ? Engineer track Proper tooling: N-able RMM + HaloPSA — a modern, well-integrated MSP stack Team culture: Amazing team, no politics, engineers who actually help each other #J-18808-Ljbffr