Tier 1 Helpdesk Technician (MSP)

IT's UpTime is a young and rapidly growing managed service provider. We work with companies from local small businesses to multi-national enterprises, helping to support and manage their technology needs.

Summary:

We're seeking to add a Tier 1 Service Desk Technician to join our team. This role is primarily responsible for delivering best-in-class customer service while providing front-line technical support to our clients over phone and email. As the first point of contact, you'll be the voice our clients rely on for their day-to-day IT needs, making it essential to create a positive, professional, and reassuring experience on every interaction. In this role, making clients feel heard, valued, and supported is just as important as solving technical issues. Responsibilities include a wide range of support tasks, from Windows desktop support in Active Directory and Azure AD environments to basic troubleshooting and administration of users, computers, and mailboxes in Active Directory and Microsoft's Cloud.

Job Duties:

Provide day-to-day support for core business applications (Microsoft Word, Outlook, Teams, Adobe) Support client third-party software applications (with vendor assistance as needed) Troubleshoot, deploy, and support laptops, desktops, printers, and other endpoint devices Perform basic user administration, including account creation and password resets in Active Directory and Microsoft 365 Monitor the helpdesk system for alerts and requests, and respond in a timely manner Maintain clear documentation of systems, changes, and issue resolutions Escalate unresolved issues to higher-level support teams as needed Accurately track time and maintain detailed service ticket records Communicate proactively with clients, including providing updates on issue progress and notifying them of planned changes or outages Travel to client sites (within approximately 2 hours) as needed for hands-on troubleshooting or deployments

Requirements:

To succeed in this role, candidates should have a strong interest in technology and a self-motivated drive to learn and grow within the field. Strong customer service skills and a friendly, professional phone presence are essential Ability to set up, troubleshoot, and repair desktop and laptop hardware Basic knowledge of installing, configuring, and supporting Microsoft Office applications Familiarity with printer setup and troubleshooting in a business environment Basic experience with Active Directory, Azure AD, and Exchange Online (user management, group membership, password resets) Nice to

Have:

Understanding of Group Policy Basic knowledge of TCP/IP networking fundamentals Familiarity with DNS and its role in Active Directory environments Ability to write basic scripts in batch or PowerShell Experience with helpdesk or ticketing systems Why join us: Opportunity to grow into Tier 2, Systems Administration, or Engineering roles Fast-paced MSP environment with exposure to a wide range of technologies Work across diverse client industries and environments Supportive team culture focused on learning and development while maintaining a healthy work-life balance Competitive compensation and benefits, including retirement plans, vision and dental coverage, and an on-site fitness center with showers and lockers

Job Type:

Full-time Pay:

$45,000.00 - $55,000.00 per year

Work Location:

Hybrid remote in Milwaukee, WI 53204