IT Help Desk Technician – Tier 1 (MSP)

Dual Path is an end-to-end Managed Service Provider supporting senior living communities across the country. Our clients serve residents, caregivers, and staff who rely on technology every day. Because of this, our support team must deliver patient, compassionate, and respectful service while providing reliable technical assistance.

The IT Help Desk Technician – Tier 1 is a customer-service–first role in a fully remote MSP environment. This position is heavily focused on handling help desk tickets, answering calls, and guiding non-technical users through everyday technology issues with calm, empathy, and professionalism. Technical skills are important, but excellent communication, patience, and service delivery are critical to success.

Key Responsibilities

• Serve as the first point of contact for incoming help desk tickets and support calls
• Deliver friendly, patient, and compassionate support to senior living staff
• Clearly listen to user concerns and explain solutions in simple, easy-to-understand language
• Resolve common Tier 1 issues including login problems, email issues, application access, and basic device troubleshooting
• Assist with password resets, account unlocks, and user access requests
• Support Microsoft 365 applications such as Outlook, Teams, OneDrive, and SharePoint
• Accurately document all interactions, troubleshooting steps, and resolutions in the ticketing system
• Meet defined service level agreements (SLAs) for response time, resolution time, and customer satisfaction
• Manage a steady volume of help desk tickets while maintaining quality and professionalism
• Escalate issues appropriately to Tier 2 support when necessary
• Follow up with users to confirm resolution and ensure a positive support experience

Service Level Expectations

• Initial response to new tickets within established SLA targets
• Consistent ticket updates and clear communication throughout the lifecycle of each issue
• Ability to manage multiple tickets simultaneously while maintaining a high level of customer care
• Maintain strong customer satisfaction scores (CSAT)
• Adhere to ticket documentation and escalation standards

Qualifications

• 1–2 years of customer service, help desk, or technical support experience preferred
• Strong customer service background; experience supporting non-technical users highly valued
• Familiarity with Windows or macOS environments
• Experience with Microsoft 365 applications (Outlook, Teams, OneDrive)
• Experience using help desk ticketing systems and remote support tools
• Excellent verbal and written communication skills
• Ability to stay calm, patient, and professional in high-volume or high-stress situations
• Comfortable working independently in a fully remote environment
• IT certifications (CompTIA A+ or similar) are a plus but not required

Benefits

• Salary Range: $45,000 to $55,000 annually, based on experience
• Medical, Dental, Vision, & Life Insurance
• Flexible Spending Account (FSA)
• Paid Time Off (PTO)
• Employee Assistance Program (EAP)
• 401(k)
• Certification reimbursement for approved IT certifications