A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Job Summary We are seeking a full-time IT Help Desk Technician to support multiple client environments in a Managed Service Provider (MSP) setting. This role is responsible for handling a high volume of help desk tickets, supporting end users across diverse systems, performing device deployments, basic networking troubleshooting, and routine server maintenance. The ideal candidate thrives in a fast-paced, client-facing environment and understands the importance of SLAs, documentation, and customer satisfaction.
Schedule:
Monday-Friday, 8:30 AM-5:00 PM (On-call rotation required) Responsibilities Provide remote and on-site technical support for multiple client environments Respond to and resolve help desk tickets via phone, email, and ticketing system while meeting SLA expectations Troubleshoot PC hardware, software, printers, and basic network connectivity issues Prepare, configure, and deploy desktops, laptops, mobile devices, and peripherals Create, modify, and manage user accounts in Active Directory and Microsoft 365 Perform routine and monthly server maintenance and monitoring tasks Accurately document work performed, resolutions, and configurations Escalate complex or unresolved issues to senior technicians when appropriate Occasionally travel to client sites for on-site support Participate in after-hours and on-call support rotation Qualifications 2+ years of experience in an IT help desk or MSP environment (preferred) Experience supporting multiple clients or environments simultaneously Working knowledge of Windows desktop and server operating systems Experience with Active Directory, Microsoft 365, and basic networking concepts Strong troubleshooting, time management, and customer service skills Ability to prioritize tasks in a ticket-driven environment Willingness to occasionally work nights and weekends Reliable transportation required Job Type Full-time Benefits 401(k) with company match Health insurance Paid time off Birthday off Employee discounts Cell phone reimbursement Mileage reimbursement Work Location Remote - Must live in Plymouth County Customer sites
Job Type:
Full-time Pay:
$45,000.00 - $55,000.00 per year
Benefits:
401(k) 401(k) matching Health insurance Paid time off Application Question(s): Have you worked for an MSP before? Are you willing to participate in a rotating on-call schedule outside of normal business hours? Do you live in Plymouth County?
