Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.
Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance.
Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).
Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.
Assist with user onboarding and offboarding tasks including device setup and access provisioning.
Contribute to the internal knowledge base by documenting common fixes and workarounds.
Maintain professionalism and clear communication throughout the support lifecycle.

A genuine passion for IT and a strong desire to grow within a Managed Services Provider (MSP) environment.
Basic working knowledge of Windows 10/11, Microsoft 365, and common business applications.
Foundational understanding of networking concepts: TCP/IP, DNS, DHCP, and VPN.
Strong written and verbal communication skills with a customer-first mindset.
Ability to follow processes, take direction, and escalate appropriately.
Availability Monday–Friday, 8:00 AM – 5:00 PM PST.
CompTIA A+ certification or currently working toward it.
Any exposure to PSA tools (ConnectWise, Autotask, or equivalent) or RMM platforms.
Basic familiarity with Azure Active Directory or Microsoft Intune.
Any hands-on experience in a helpdesk, IT internship, or lab environment.

Help Desk Support Technician – MSP

Key skills