Senior Helpdesk Technician

About the role

Our company is seeking a dedicated MSP Service Desk Technician with strong Tier 1 and developing Tier 2 capabilities to join our managed services team. This is not a basic call-center or password-reset help desk position. The technician will work directly within the client's existing systems, procedures, PSA/RMM platforms, documentation, and escalation processes. The objective is for this technician to progressively assume ownership of routine service desk operations, resolving issues independently whenever possible and escalating more advanced problems appropriately.

Key responsibilities

• Provide remote Tier 1/Tier 2 technical support for users across multiple client organizations, independently troubleshooting problems rather than relying exclusively on scripts or step-by-step instructions
• Diagnose and resolve Windows desktop and laptop issues, application errors, software problems, and system performance issues
• Support printers, scanners, docking stations, monitors, and common peripherals
• Troubleshoot network connectivity, Wi-Fi, DNS, DHCP, and basic TCP/IP issues
• Install, configure, update, and remove approved software and perform password resets and account-unlock procedures
• Troubleshoot MFA and authentication issues, and support Outlook, Teams, OneDrive, SharePoint, and Microsoft 365 applications
• Take ownership of assigned support tickets from intake through resolution, monitoring queues, triaging tickets, contacting users, documenting troubleshooting steps, and maintaining accurate ticket statuses
• Perform user onboarding and offboarding including Microsoft 365 account creation, license assignment, MFA configuration, and account disabling for departing users
• Support Microsoft 365 administration including user creation, modification, termination, shared mailbox administration, distribution lists, and basic mail-flow troubleshooting
• Review RMM alerts, perform endpoint health checks, and assist with patch compliance and device inventory audits

About you

• Strong Tier 1 / Tier 1.5 technician progressing toward Tier 2, or an existing Tier 2 technician with 2-4+ years of professional IT support experience
• Previous MSP or multi-client IT support experience
• Proficiency with Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, and basic SharePoint support
• Experience with Microsoft Entra ID and MFA, desktop/laptop and software troubleshooting, and basic networking
• Strongly preferred: Autotask PSA, Datto RMM, Kaseya products, Microsoft 365 tenant administration, Ubiquiti UniFi, RingCentral, EDR/security platforms, and email-security platforms
• Excellent English communication skills, both spoken and written, with ability to clearly explain technical issues to nontechnical users
• Self-directed, dependable, organized, detail-oriented, and security-conscious with ability to troubleshoot independently
• Comfortable working across multiple client environments, prioritizing competing requests, and maintaining consistent documentation
• Interested in developing stronger Tier 2 capabilities and becoming a long-term member of the client's team

About us

The client is a managed services provider seeking a dedicated technician to join the service-delivery team. The technician will work within existing systems, procedures, PSA/RMM platforms, documentation, and escalation processes, serving multiple client organizations across the United States.