IT Help Desk / Sr Help Desk (MSP) - Lvl 1 & Lvl 2

We are looking for a Help Desk Technician (or Senior Help Desk Technician) who takes full ownership of client support outcomes in a fast-paced Managed Services Provider (MSP) environment. You will serve as a key member of our technical support team, responsible for delivering timely, high-quality troubleshooting and resolution of IT issues for our end clients.

You thrive with a high sense of urgency, strong attention to detail, and consistent execution — while delivering exceptional customer service and thinking on your feet to resolve issues quickly. As a trusted client-facing technician, you will ensure clients receive reliable support that keeps their businesses running smoothly.

If you are accountable, proactive, and passionate about solving problems while building strong client relationships, we want to hear from you.

Key Responsibilities

Ticket & Phone Support Ownership

• Respond promptly to incoming tickets and phone calls, working directly with end clients to troubleshoot and resolve a wide range of IT issues.
• Own support tickets from initial intake through resolution (or proper escalation), maintaining accountability within our ticketing system and meeting SLA targets.
• Provide clear, professional communication to clients throughout the support process, explaining technical concepts in easy-to-understand terms.
• Troubleshoot and support Active Directory, Microsoft 365 (including Exchange, Teams, and licensing), SharePoint/OneDrive, desktop applications, basic LAN/WAN connectivity, and common end-user hardware/software issues.

Technical Troubleshooting & Resolution

• Diagnose and resolve incidents involving Windows workstations, Office applications, email, file access, printing, and basic network connectivity.
• Perform root cause analysis for recurring issues and contribute to preventive solutions.
• Document all work thoroughly in the PSA/RMM system, including steps taken, resolution details, and knowledge base articles for f...