Help Desk Technician for MSP

Job Title: Help Desk Technician

Department: Service Delivery
Reports To: Service Delivery Manager
Location: In Office / Remote
Type: Full-Time

CloudStep

We Step IT Up

Established in 1997, CloudStep is Southern California’s most desired managed service provider. Having served hundreds of clients to date, our goal is to empower small and medium-sized businesses and organizations to achieve success through technology. How do we accomplish this? We immerse ourselves as a trusted insider in our clients’ environments and are dedicated to providing superior support and service while paving the way for you to reach your goals.

Position Overview

As a Help Desk Technician, you will provide remote and occasional onsite technical support to our managed clients. You’ll work within a structured ticketing environment, handling a mix of end-user issues, escalations from Tier 1, and routine administrative tasks across Microsoft 365, endpoints, and networks.

This role is ideal for someone with MSP experience who wants to grow technically while being part of a collaborative and accountable team.

Key Responsibilities

• Provide timely technical support to end users via phone, remote access, and ticketing system
• Troubleshoot and resolve issues related to:
• Windows 10/11 and macOS
• Microsoft 365 (Exchange Online, Outlook, Teams, SharePoint)
• Entra ID / Active Directory user and group management
• Printers, scanners, and peripherals
• Handle escalated tickets from Tier 1 technicians
• Perform new user onboarding and offboarding (accounts, access, devices)
• Assist with endpoint management, patching, and basic security tasks
• Troubleshoot basic networking issues (DNS, DHCP, VPN, Wi‑Fi)
• Document troubleshooting steps, resolutions, and configurations clearly
• Meet response time, resolution, and documentation standards
• Collaborate with senior engineers and project teams when escalation is required

Required Qualifications

• 2–4+ years of IT support experience (MSP experience strongly preferred)
• Strong troubleshooting skills with Windows operating systems
• Hands-on experience supporting Microsoft 365 environments
• Familiarity with ticketing systems and RMM tools (ConnectWise, Autotask, Ninja, etc.)
• Working knowledge of basic networking concepts (TCP/IP, DNS, DHCP)
• Excellent communication skills with both technical and non-technical users
• Ability to manage multiple tickets and prioritize work effectively
• Strong documentation and time management habits

Preferred Qualifications (Nice to Have)

• Experience working in a Managed Service Provider (MSP)
• Familiarity with:
• Intune / endpoint management
• Backup and security tools (EDR, email filtering)
• Firewalls and networking gear (Meraki, SonicWall, Ubiquiti)
• Relevant certifications (A+, Network+, Microsoft, etc.)

What We Offer

• Competitive hourly pay based on experience and location
• Health, dental, vision, and other benefits
• Paid time off and holidays
• Training and certification support
• Clear escalation paths and growth opportunities
• Supportive team environment with real standards (not ticket dumping)

Why Work With Us

We value technicians who:

• Take ownership of issues
• Communicate clearly
• Are client focused
• Want to grow beyond basic password resets

If you’re tired of chaos, lack of documentation, or unrealistic expectations and want to work at an MSP that values process and professionalism, we’d like to hear from you.

Job Type: Full-time

Pay: $30.00 - $35.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Experience:

• MSP: 1 year (Preferred)
• Help Desk: 2 years (Required)

Work Location: In person