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.
Service Desk Manager / IT Director About Us We're a customer-first, security-driven Managed Service Provider that supports businesses throughout the Midwest. We pride ourselves on rapid response, strong communication, and delivering an exceptional client experience. Our culture is built on Integrity, Dedication, Accountability, Empowerment, and Attitude . Position Summary The Helpdesk Engineer is the first point of contact for our clients, responsible for troubleshooting end-user issues, escalating when necessary, and ensuring every interaction leaves the customer feeling supported and confident. This role is ideal for someone who is motivated, eager to grow, and passionate about helping people with technology. Key ResponsibilitiesClient Support & Ticket Management Serve as the first line of support via phone, email, ticketing system, or remote tools. Respond to and resolve tickets within defined SLAs (including rapid first response expectations). Accurately document all work performed in the ticketing system. Escalate issues to Level 2/3 or Engineering teams when appropriate. Technical Troubleshooting Provide support for Windows and macOS desktop environments.
Troubleshoot common issues including:
Password resets Email problems (Microsoft 365 / Outlook) Printer and network connectivity VPN access Basic hardware/software errors Assist with onboarding/offboarding tasks such as account creation, licensing, and device setup. Remote Device Management Use RMM tools to remotely monitor, support, and maintain workstations. Run scripts, apply patches, and remediate alerts following standard procedures. Microsoft 365 Support Basic administration: password resets, MFA assistance, mailbox setup, license adjustments, Teams troubleshooting. Security & Compliance Help users with MFA, phishing reports, and basic security awareness. Follow internal security policies and help enforce best practices. Customer Service Excellence Deliver clear, friendly, and professional communication at all times. Build strong relationships with our clients by providing an exceptional support experience. Represent MSP values in every interaction. QualificationsRequired Skills & Experience 1-2 years of helpdesk, IT support, or customer service experience (MSP experience preferred). Strong understanding of Windows 10/11, basic networking (DNS, DHCP, IP addressing), and remote support tools. Familiarity with Microsoft 365 administration. Excellent communication, problem-solving, and organizational skills. Ability to work both independently and collaboratively in a fast-paced MSP environment. Preferred Skills Experience with RMM/PSA tools (Kaseya, Ninja, ConnectWise, Autotask, etc.). Understanding of cybersecurity fundamentals. A+, Network+, or similar certifications. Core Competencies Customer-centric mindset Strong attention to detail Willingness to learn and grow Accountability and ownership of tasks Positive attitude under pressure Effective time management and prioritization Team-oriented communication Benefits Competitive pay based on experience Opportunities for professional development and certification reimbursement Flexible work environment Paid time off and holidays 401(k) with employer matching Health, Dental and Vision insurance Exposure to a wide range of technologies and client environments
Job Type:
Full-time Pay:
$45,000.00 - $55,000.00 per year
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance
