HelpDesk Support Technician Level 1 2 Onsite
HelpDesk Support Technician Level 1 2 Onsite
Posted on :
01-03-2025
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Job Description
Job Overview:
We are seeking a HelpDesk Support Technician (Level 1 & 2) to join our client’s Managed Service Provider (MSP) team. This role will provide technical support to multiple users across multiple client environments ensuring highquality customer service and efficient troubleshooting of IT issues. The ideal candidate will have strong Microsoft skills excellent problemsolving abilities and the ability to communicate effectively with endusers of varying technical expertise.
Key Responsibilities:
- Provide Level 1 & 2 technical support for multiple clients resolving hardware software and network issues.
- Troubleshoot and resolve issues related to Windows OS Microsoft 365 Active Directory and cloudbased applications.
- Perform password resets account provisioning and user access management.
- Support desktop laptop printer and mobile device configurations and troubleshooting.
- Manage and track service requests using ticketing systems (e.g. ConnectWise ServiceNow Zendesk).
- Diagnose and troubleshoot network connectivity issues (LAN WAN VPN WiFi DNS DHCP firewalls).
- Assist users with software installations updates and patch management.
- Configure and support Microsoft Teams SharePoint OneDrive and other collaboration tools.
- Provide basic troubleshooting for VoIP phone systems and peripherals.
- Educate users on best practices for security including phishing awareness and MFA setup.
- Escalate complex issues to higherlevel support teams when necessary.
- Maintain detailed documentation of issues resolutions and user requests.
Required Qualifications & Skills:
- 13 years of IT HelpDesk support experience in an MSP or multiclient environment.
- Strong knowledge of Windows 10/11 Microsoft 365 administration and Active Directory.
- Experience with troubleshooting remote desktop environments Office apps and cloud services.
- Familiarity with network troubleshooting including TCP/IP DNS DHCP and VPNs.
- Proficiency in ticketing systems (e.g. ConnectWise ServiceNow Zendesk).
- Experience with endpoint security antivirus solutions and email filtering.
- Knowledge of basic scripting (PowerShell batch files) for automation is a plus.
- Excellent customer service skills with the ability to communicate technical concepts to nontechnical users.
- Ability to multitask and prioritize requests in a fastpaced environment.
- Strong analytical and problemsolving skills.
Preferred Qualifications:
- Certifications such as CompTIA A Microsoft 365 Fundamentals or ITIL Foundation.
- Experience with Azure AD Intune or other cloudbased management tools.
- Knowledge of macOS and mobile device management (MDM solutions).
- Familiarity with backup and disaster recovery solutions.
Work Environment & Schedule:
- Onsite position at a client location in Houston TX.
- Standard business hours with occasional afterhours support as needed.
- Handson troubleshooting requiring physical presence for device setup networking and hardware fixes.
Why Join
- Opportunity to work in a diverse IT environment supporting multiple clients.
- Gain handson experience with a wide range of technologies and IT infrastructures.
- Be part of a collaborative customerfocused team with opportunities for career growth.
Employment Type
Full Time
Key Skills
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