Level 1 Service Desk Technician

Responsibilities

• Triage incidents - Intake via portal/email/phone
• Resolve common end-user issues (and escalate appropriately)
• Work within their PSA/RMM stack (Halo PSA + Ninja One) and operate to documented SLAs
• Remote Support & Troubleshooting:
  Use Ninja One and remote-control tools to resolve desktop/laptop/peripheral issues (Windows/macOS), Microsoft 365 apps (Outlook, Teams, One Drive, SharePoint), and common line-of-business applications.
• Account & Endpoint Administration:
  Password resets, AD/Intune tasks (device enrollment, policy checks), software installs/updates, AV/malware remediation.
• Networking Basics:
  Verify connectivity (DNS/DHCP), printer/scanner mapping, VPN client checks; capture key details (IP, firmware, drivers) to aid escalation.
• Knowledge & Documentation:
  Contribute runbooks/KB notes; keep ticket histories complete and audit-ready; align with governance reporting (daily/weekly operational dashboards, monthly summaries, Q  inputs).
• Onboarding/Offboarding Support:
  Prepare endpoints, apply baseline policies, and follow checklists that support standardized environments (e.g., Ubiquiti Uni Fi networking).

• MSP Experience (Required): 1+ year on a service desk in a Managed Services environment handling multi-tenant clients, PSA/RMM tools, and SLA commitments.
• Technical Foundations: o Windows 10/11 (user profile, updates, drivers), basic macOS support o Microsoft 365 (Exchange Online, Teams, One Drive/SharePoint), Outlook troubleshooting o Basic networking (TCP/IP, DNS/DHCP, Wi-Fi), printers/scanners, VPN clients o Endpoint security (AV/malware tools), software deployment/update hygiene •
• Tools:
  Practical familiarity with Halo PSA (ticketing, prioritization, SLAs) and Ninja One (RMM, remote control).
• Professional
  
  Skills:
  
  High empathy and customer service, clear written/verbal communication, disciplined documentation, time management, and a strong sense of urgency.
• Nice-to-Have (Preferred)
  • Exposure to Ubiquiti Uni Fi networking environments. Basic Power Shell scripting, Intune device management, Azure AD administration. Experience with backup/DR agents and endpoint encryption.

Our client offers a base salary between 40 and 48K plus benefits (medical, PTO, holidays, professional development).