Tier 1 MSP Help Desk Technician

Overview Join our dynamic Managed Service Provider (MSP) team as a Tier 1 Help Desk Technician and become the first point of contact for our clients seeking technical assistance. This entry-level/Tier 1 role is the first line of support for clients. You will respond to tickets, troubleshoot desktop and Microsoft 365 issues, set up workstations, and document work clearly. You will work with experienced technicians who will help you grow. The best fit is early in an IT career, serious about the work, professional with clients, and genuinely enjoys solving practical technology problems.

Duties:

Respond to client support requests by phone, email, remote tools, and ticketing system. Troubleshoot Windows 10/11 desktops, laptops, printers, scanners, monitors, docks, and peripherals. Assist with Microsoft 365 administration, including passwords, MFA, mailboxes, licenses, Outlook, OneDrive, Teams, and SharePoint. Perform workstation setup, software installation, updates, and user profile configuration. Handle basic network troubleshooting for Wi-Fi, internet, DNS, DHCP, and VPN issues. Document all work clearly in tickets, client notes, asset records, and support documentation. Follow SOPs, checklists, and escalation procedures; ask good questions when unsure. Assist with user onboarding, offboarding, routine maintenance, patching, and security follow-up tasks. Travel to East Bay client sites as needed; occasional after-hours support may be required. Requirements Currently resides in the San Francisco East Bay; Contra Costa or Alameda County preferred. Basic understanding of Windows 10/11; macOS is a plus. Basic knowledge of Microsoft 365, Outlook, Teams, and OneDrive. Familiarity with desktop hardware, printers, networking equipment, and common end-user issues. Clear, professional communication with non-technical users; strong customer service mindset. Good written documentation habits and ability to follow procedures. Reliable attendance and professional conduct in person, virtually, verbally, and in writing. Valid California driver license, proof of insurance, and ability to lift/carry IT equipment up to 50 lbs.

Pay:

$22.00 - $27.00 per hour

Benefits:

Health insurance Paid time off

Work Location:

Hybrid remote in Concord, CA 94520