Help Desk Support Technician - MSP

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Job Title: Help Desk Support Technician
Location: Remote
Time Zone: 8:00 AM – 5:00 PM PST

Role Overview
We are looking for an enthusiastic and eager-to-learn Entry-Level Help Desk Technician to join our fast-paced Managed Services Provider (MSP) environment. In this role you will serve as the first point of contact for inbound technical support requests, working alongside experienced engineers to deliver timely, accurate resolutions. If you are passionate about technology, eager to build your IT career, and ready to learn in a ticket-driven, SLA-focused setting, we want to hear from you.

What You'll Do

• Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.

• Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.

• Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance.

• Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).

• Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.

• Assist with user onboarding and offboarding tasks including device setup and access provisioning.

• Contribute to the internal knowledge base by documenting common fixes and workarounds.

• Maintain professionalism and clear communication throughout the support lifecycle.

Required Qualifications

• A genuine passion for IT and a strong desire to grow within a Managed Services Provider (MSP) environment.

• Basic working knowledge of Windows 10/11, Microsoft 365, and common business applications.

• Foundational understanding of networking concepts: TCP/IP, DNS, DHCP, and VPN.

• Strong written and verbal communication skills with a customer-first mindset.

• Ability to follow processes, take direction, and escalate appropriately.

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

Nice to Have

• CompTIA A+ certification or currently working toward it.

• Any exposure to PSA tools (ConnectWise, Autotask, or equivalent) or RMM platforms.

• Basic familiarity with Azure Active Directory or Microsoft Intune.

• Any hands-on experience in a helpdesk, IT internship, or lab environment.

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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