MSP Level I Help Desk Technician / Service Desk Queue Coordinator

MSP Level I Help Desk Technician / Service Desk Queue Coordinator

MSP - 3.9

Grapevine, TX Job Details Full-time $40,000 - $55,000 a year 1 day ago Benefits Health insurance Dental insurance 401(k) Tuition reimbursement Paid time off Vision insurance 401(k) matching Qualifications Customer communication Network troubleshooting Field IT support technician experience Desktop (troubleshooting support) Customer support ticket management Computer networking IT Windows support Microsoft 365 support Active Directory Active Directory management Ticketing system technical support Help desk VPN Full Job Description

IMPORTANT NOTICE

We are not able to work with third-party agencies or provide sponsorships. Please do not apply if you require sponsorship or are submitting on behalf of a third party. Role Summary We are seeking a Tier 1 Help Desk Technician with MSP experience who will also serve as a Service Desk Queue Coordinator . This role is ideal for someone who thrives in a fast-paced environment managing multiple incoming tickets, ensuring nothing is missed, and maintaining SLA-driven service delivery. You will act as the first line of technical support and ticket flow controller within a Managed Service Provider (MSP) environment. Key ResponsibilitiesTicket Queue & Coordination (Core Focus) Monitor and manage incoming service desk tickets in real time Categorize, prioritize, and assign tickets based on urgency and technical skill level Ensure all tickets are acknowledged within SLA requirements Balance workload across Tier 1, Tier 2, and Tier 3 technicians Reassign and escalate tickets as needed to prevent backlog Maintain continuous visibility of ticket flow and queue health Tier 1 Technical Support Serve as first point of contact for end-user support requests

Troubleshoot:

Password resets & account access issues Microsoft 365 issues (email, login, Outlook, Teams) Basic hardware/software issues Printer, Wi-Fi, VPN connectivity issues User onboarding/offboarding tasks Accurately document all troubleshooting steps in the ticketing system Escalate complex issues using established processes Client Communication Provide clear, professional support to end users Translate technical issues into simple explanations Maintain a positive customer service experience at all times Tools & Systems Use PSA/RMM tools for ticket tracking and system monitoring Manage tickets in platforms such as ServiceNow, Autotask, or Datto Support workstation setups, deployments, and onboarding processes Monitor alerts and assist with routine maintenance tasks Team Collaboration Act as communication bridge between Service Desk and technical teams Keep technicians updated on ticket priorities and escalations Participate in team meetings and provide feedback on ticket trends Required Experience 1-2 years of IT Help Desk / Service Desk experience (minimum required) Experience in a Managed Service Provider (MSP) environment preferred Experience with ticketing systems (ServiceNow, Autotask, Datto, or similar) required Basic Active Directory experience (user accounts, resets, group management) Microsoft 365 troubleshooting experience Basic understanding of networking (Wi-Fi, VPN, IP addressing) Drug and Background Screening All offers of employment are contingent upon successfully passing a pre-employment background check and drug screening. The drug screening includes testing for marijuana, in addition to other controlled substances, in accordance with applicable law.

Pay:

$40,000.00 - $55,000.00 per year

Benefits:

401(k) 401(k) matching Dental insurance Health insurance Paid time off Tuition reimbursement Vision insurance Application Question(s): What is your Citizenship Status? Do you currently require, or will you at any point in the future require, visa sponsorship to work in the United States? (Yes / No)

Experience:

Active Directory:

1 year (Required) Ticketing Systems (ServiceNow / Autotask / Datto, etc.): 1 year (Required) MSP or high-volume IT support environment: 1 year (Required)

Work Location:

Hybrid remote in Grapevine, TX 76051