Help Desk Analyst — MSP

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Help Desk Analyst — MSP (Level 1) Client Services · Service Desk | Full-Time | 8:00 AM – 5:00 PM PST

Our growing Managed Services team is seeking a skilled Help Desk Analyst (Level 1) with proven MSP experience to join our Service Desk. You will be the frontline resource who keeps our multi-client environment running smoothly — handling a substantial daily ticket queue, delivering white-glove support, and building lasting client trust. This is an excellent opportunity for someone eager to grow their IT career within a structured, process-driven MSP.

Key Responsibilities

• Own a high-volume ticket queue — respond, troubleshoot, and resolve end-user issues within client SLA requirements.

• Support end users via phone, email, chat, and remote access tools across a diverse portfolio of business clients.

• Troubleshoot Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud application issues.

• Create and maintain accurate ticket records in the PSA system, ensuring full documentation of steps taken and outcomes.

• Handle user account administration in Active Directory, Azure AD, and Microsoft 365 Admin Center.

• Escalate unresolved or high-severity issues to senior engineers promptly with detailed context.

• Assist with client onboarding/offboarding: provisioning devices, configuring email, and managing access.

• Identify recurring problems and proactively suggest process improvements or knowledge base articles.

Required Experience & Skills

• Minimum 1 year of Level 1 support experience specifically within an MSP setting — this is a firm requirement.

• Proven track record handling a high-volume ticket environment with strong time management and prioritization skills.

• Proficiency with Windows 10/11, Microsoft 365 suite, and standard business productivity tools.

• Hands-on experience with a PSA/ticketing platform (ConnectWise Manage, Autotask, HaloPSA, or similar).

• Working knowledge of networking basics: DNS, DHCP, TCP/IP, VPN configurations.

• Excellent interpersonal skills — ability to translate technical issues into plain language for non-technical clients.

• Availability Monday–Friday, 8:00 AM – 5:00 PM PST.

Preferred Qualifications

• CompTIA A+ or Microsoft 365 Fundamentals (MS-900) certification.

• Experience with RMM tools such as NinjaRMM, N-able, or Kaseya.

• Familiarity with multi-factor authentication solutions and endpoint security platforms.

• Basic PowerShell or automation scripting knowledge.

Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.

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