Help Desk Level I/II

A growing and well-established IT services provider supporting small to mid-sized businesses is seeking a Helpdesk Technician (L1/L2) to join their team. This is an excellent opportunity for someone who thrives in a fast-paced, client-facing environment and enjoys solving a wide range of technical issues.

This role is best suited for a hands-on professional who takes ownership of their work and is just as comfortable handling day-to-day support tasks as they are tackling more complex troubleshooting.

• Manage and resolve break/fix tickets in a high-volume, service-driven environment
• Troubleshoot a variety of technical issues, including:
  
  • Windows 10/11 systems
  • Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
  • Password resets, MFA, and account lockouts
  • Printers, scanners, and common office hardware
  • Basic networking and connectivity issues
• Document all work accurately, including time tracking and detailed ticket notes
• Communicate directly with clients via phone, email, and ticketing systems
• Prioritize and manage incoming requests throughout the day
• Escalate issues when appropriate while maintaining ownership
• Participate in a rotating on-call schedule for after-hours support

• 2+ years of helpdesk or managed services experience preferred
• Strong knowledge of:
  
  • Windows 10/11
  • Microsoft 365 administration and troubleshooting
  • Active Directory (user and device management)
• Comfortable working in a ticket-based, time-tracked environment
• Strong problem-solving and troubleshooting abilities
• Excellent communication and customer service skills
• Highly organized, dependable, and accountable

This position involves a mix of both basic and intermediate technical support. Candidates seeking only project-based or advanced engineering work may not find this role to be the right fit. Occasional local travel to client sites is required; mileage reimbursement is provided.

• Prior MSP experience
• Familiarity with PSA and RMM tools
• Foundational networking knowledge (DNS, DHCP, TCP/IP)
• Security-focused mindset