Service Desk Technician

The Service Desk Technician provides Tier 1 frontline technical support to multiple client environments. This role supports a wide range of technologies across diverse industries and is responsible for resolving moderately complex technical issues while delivering exceptional customer service. The ideal candidate thrives in a fast-paced MSP environment, can manage competing priorities, and maintains strong documentation and communication standards.

You Know How To:

Serve as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system.

Provide remote technical support to multiple client environments across Windows and macOS platforms.

Troubleshoot and resolve moderately complex hardware, software, and peripheral issues.

Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive.

Perform Exchange diagnostics including message tracing, mailbox permissions management, and mail flow analysis.

Support line-of-business applications, remote access tools, and collaboration platforms across various client infrastructures.

Diagnose and resolve workstation performance issues, operating system errors, and application conflicts.

Support MFA configuration, conditional access troubleshooting, and secure account recovery processes.

Manage device enrollment, configuration, and compliance using Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools.

Assist with deployment of policies, software packages, and configuration changes across client environments.

Perform account administration within Active Directory and Entra ID, including permissions management and access troubleshooting.

Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing issues.

Support remote monitoring and management (RMM) platforms to proactively identify and remediate issues.

Manage a ticket queue across multiple clients while adhering to defined SLAs and response targets.

Accurately log, categorize, prioritize, and document all incidents in the PSA/ITSM platform (e.g., ConnectWise, Autotask, ServiceNow).

Perform thorough troubleshooting to identify and resolve issues before closure or reassignment.

Identify incidents requiring escalation and route them appropriately to Tier 2 or Tier 3 teams.

Review Entra ID sign-in logs and investigate suspicious login activity or account lockouts.

Assist with endpoint security tools including antivirus, EDR, and email security platforms.

Support remediation efforts following documented security procedures.

Maintain adherence to client-specific compliance requirements and data protection standards.

Deliver professional, high-quality support while representing the MSP brand.

Communicate technical findings and solutions clearly to both technical and non-technical stakeholders.

Provide timely updates on open issues and manage client expectations effectively.

Build strong working relationships with client contacts through consistent and reliable service delivery.