Helpdesk Technician (MSP)

We are currently seeking a knowledgeable and customer-focused MSP Helpdesk Admin to join our team at IT Specialists. As an MSP (Managed Service Provider) Helpdesk Admin, you will be responsible for providing technical support and troubleshooting assistance to our clients. Your role will involve handling incoming helpdesk requests, diagnosing and resolving technical issues, and escalating complex problems to senior technicians when necessary. The ideal candidate for this position will have a strong background in IT support, excellent communication skills, and a passion for providing exceptional customer service.
Responsibilities
Provide technical support and troubleshooting assistance to clients via phone, email, or remote access
Handle incoming helpdesk requests and document all relevant information in the ticketing system
Diagnose and resolve technical issues for end-users, maintaining a high level of customer satisfaction
Escalate complex problems to senior technicians or other team members as needed
Assist clients with setting up and configuring hardware and software
Perform regular maintenance and updates on client systems
Stay up-to-date with the latest technologies and industry trends
Collaborate with other team members to resolve technical issues and ensure client satisfaction
Requirements
Proven experience as an MSP Helpdesk Admin or similar role in an MSP
Strong knowledge of IT support and troubleshooting principles
Excellent communication and customer service skills
Ability to diagnose and resolve technical issues in a timely manner
Experience with ITSM ticketing systems and remote support tools
Knowledge of Windows and macOS operating systems
Basic understanding of networking concepts and protocols
Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus
Bachelor's degree in Information Technology, Computer Science, or a related field is preferred
Benefits
Health Care Plan (Medical, Dental & Vision)
Life Insurance (Basic, Voluntary & AD&D)
Paid Time Off (Vacation, Sick & Public Holidays)
Training & Development