IT Helpdesk Support – Level I

Integrated Business Solutions of Hawaii (IBSH) is proud to be the largest locally owned office equipment sales and service company in Hawaii, with a team of over 70 local employees serving customers across every island. Our success is rooted in a simple philosophy: treat every customer the way we would want to be treated — with respect, integrity, and the true spirit of Aloha.

We are hiring one (1) IT Helpdesk Support – Level I

Location: Integrated Business Solutions of Hawaii (Oahu)

Employment Type: Full-time

Department: Managed Services / Helpdesk

About the Role

We’re looking for a proactive and customer centric Level I Helpdesk Support to join our Managed Service Provider (MSP) team. In this role, you’ll support multiple client environments, providing first line technical assistance across a broad range of systems, applications, and network technologies. This position is ideal for someone who loves troubleshooting, learning quickly, and working in a dynamic, ticket driven environment.

Key Responsibilities

• Serve as the first point of contact for client technical issues via phone, chat, email, and ticketing system.

• Troubleshoot and resolve Level 1 issues involving: 

o Windows and macOS workstations

o Microsoft 365 administration

o Basic networking (DHCP, DNS, VPN, firewalls)

o Printers, endpoints, and standard business applications

• Handle user provisioning, password resets, MFA support, and onboarding/offboarding tasks.

• Document all work thoroughly in the MSP ticketing system and follow established escalation processes.

• Manage ticket queues to ensure SLAs and response times are consistently met.

• Collaborate with Level 2/3 and project teams for escalations or scheduled work.

• Support RMM-based troubleshooting (patching, monitoring alerts, remote remediation).

• Maintain professionalism while supporting a wide range of clients with varying technical backgrounds.

Required Qualifications

• 1+ year experience in IT helpdesk, desktop support, or relevant technical role (MSP experience preferred but not required).

• Strong knowledge of Windows 10/11 and common business applications.

• Basic understanding of networking fundamentals (TCP/IP, DNS, DHCP).

• Familiarity with Microsoft 365 (mailboxes, groups, Teams, SharePoint basics).

• Experience with remote support tools and ticketing systems.

• Excellent communication skills and the ability to simplify technical concepts for non-technical users.

• Ability to prioritize workloads in a fast-paced, multi-client environment.

Preferred Qualifications (Nice to Have)

• Experience working in an MSP environment.

• Familiarity with RMM/PSA platforms (e.g., ConnectWise, Autotask, N able.)

• Exposure to firewalls or VPN configuration (Fortinet experience is a plus).

• CompTIA A+, Network+, or equivalent certifications.

• Basic understanding of cybersecurity best practices.

• Experience supporting VoIP systems.

What We Offer

• Career development and paths into Level 2, Network, Security, or Systems roles.

• Training and support for any necessary certifications (CompTIA, Microsoft, Fortinet NSE, etc.).

• Exposure to many different technologies and environments—ideal for rapid skill growth.

• A collaborative team environment with opportunities to learn from senior engineers.

Email Resumes to richarda@businesssolutionshi.com