Tier 1 IT Technician - MSP Support & Helpdesk
Overview
You'll be the first point of contact for client support requests, owning Tier 1 tickets from resolution to escalation. You'll troubleshoot Windows 11, Microsoft 365, and Teams issues, manage onboarding and offboarding, and keep our clients productive. This is a hands-on role where you'll work directly with clients and senior technicians, gaining real-world MSP experience. If you're a student or contractor looking for meaningful work and a path to full-time employment, this role delivers.
What You'll Do8
- 1Resolve Tier 1 support tickets via phone, email, and ticketing system, covering Windows 11, Microsoft 365, Outlook, and Teams issues.
- 2Troubleshoot printer, peripheral, and basic network connectivity problems, escalating complex issues to Tier 2/3 with clear documentation.
- 3Set up new user accounts in Microsoft Entra ID, configure email, MFA, and security policies, and deploy Windows workstations.
- 4Offboard departing users: revoke access, archive data, and document actions.
- 5Image and configure laptops using RMM tools, install endpoint protection, and verify agent health.
- 6Apply Windows updates and patches, and run hardware diagnostics with S.M.A.R.T. and vendor utilities.
- 7Log all support activities in the ticketing system and update client documentation.
- 8Follow SOPs and suggest improvements to streamline workflows.
Requirements10
- 1Pursuing or holding a degree or certification in I.T., Computer Science, or related field; CompTIA A+ or Network+ a plus.
- 2Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
- 3Strong written and verbal communication skills for client interactions.
- 4Ability to manage multiple tasks and prioritize under pressure.
- 5Reliable, punctual, and self-motivated.
- 6Preferred: hands-on experience with RMM tools.
- 7Preferred: familiarity with Active Directory, Microsoft Admin Center, or Microsoft Entra ID.
- 8Preferred: exposure to cloud file systems like Egnyte, SharePoint, or Box.
- 9Preferred: experience in an MSP or help desk environment.
- 10Preferred: basic understanding of DNS, DHCP, TCP/IP, and VPN.
Salary Insight
$52 - $73k per year
Location
Required Skills
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