Helpdesk Technician I

Job Description: • Ability to provide exceptional customer support in a fast-paced remote Managed Services Practice • Remotely troubleshoot and resolve client requests involving end-user hardware, software, and cloud services • Provide day-to-day operational support for: • Desktop and Server Operating Systems (Windows, Mac, Linux) • Microsoft Office 365, Azure, Teams, OneDrive, SharePoint • Networking Devices (firewalls, switches, wireless access points) • Line of Business Applications • On-premise and Cloud Backup and Disaster Recovery • Hardware peripherals (printers, monitors, docking stations, webcams, etc.) • Mobile Devices / Mobile Device Management (MAM / MDM) • Provide escalation support as necessary for Level I Helpdesk staff • Assist with the onboarding and offboarding of clients, systems, and users • Deploy and maintain security tools and management agents • Maintain current notes and time entries for all requests in the helpdesk ticketing system • Create and maintain comprehensive documentation for internal and client systems • Work with third-party vendors to remediate issues as needed Requirements: • Minimum 1+ years working for a Managed Service Provider (MSP) • Minimum of 3+ years’ experience working on an Information Technology Helpdesk using remote support tools • Experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred) • Prior experience using Remote Monitoring and Management (RMM) tools (i.e. – Automate, Labtech, Continuum, NinjaOne, etc.) • Ability to provide exceptional customer service in all situations • Possess strong troubleshooting, problem-solving, and verbal/written communication skills • Experience with Microsoft Windows desktop and server operating systems • Experience with Microsoft Office 365 / Azure administration • Proficiency with Microsoft Server Active Directory / Group Policy • Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WIFI, VPN) • Knowledge of Microsoft Cloud Technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot, etc. • Knowledge of scripting and automation tools a plus • Demonstrated ability to work in a team environment • Must be authorized to work for any employer in the U.S Benefits: