Own a high-volume ticket queue — respond, troubleshoot, and resolve end-user issues within client SLA requirements.
Support end users via phone, email, chat, and remote access tools across a diverse portfolio of business clients.
Troubleshoot Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud application issues.
Create and maintain accurate ticket records in the PSA system, ensuring full documentation of steps taken and outcomes.
Handle user account administration in Active Directory, Azure AD, and Microsoft 365 Admin Center.
Escalate unresolved or high-severity issues to senior engineers promptly with detailed context.
Assist with client onboarding/offboarding: provisioning devices, configuring email, and managing access.
Identify recurring problems and proactively suggest process improvements or knowledge base articles.

Minimum 1 year of Level 1 support experience specifically within an MSP setting — this is a firm requirement.
Proven track record handling a high-volume ticket environment with strong time management and prioritization skills.
Proficiency with Windows 10/11, Microsoft 365 suite, and standard business productivity tools.
Hands-on experience with a PSA/ticketing platform (ConnectWise Manage, Autotask, HaloPSA, or similar).
Working knowledge of networking basics: DNS, DHCP, TCP/IP, VPN configurations.
Excellent interpersonal skills — ability to translate technical issues into plain language for non-technical clients.
Availability Monday–Friday, 8:00 AM – 5:00 PM PST.

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Help Desk Analyst – MSP

Key skills