Help Desk Technician Level 1 (Managed Services) Overview:

We are a Houston-based Managed Services Provider focused on providing a wide range of technical and strategic support services to their clients. Our services include: backup solutions, 24/7 support and monitoring, a variety of e-mail solutions, as well as network infrastructure design, server and PC servicing. Our mission is to provide comprehensive solutions by combining the latest technology advancements with a multi-layered infrastructure design.

We are seeking a Help Desk Technician Level 1 (Managed Services) who will primarily support one of our largest clients. The Help Desk Technician Level 1 (Managed Services) will be responsible for providing initial technical support, troubleshooting, and maintenance for low voltage systems and services at client sites.

Previous MSP experience is required for this role.

Help Desk Technician Level 1 (Managed Services) Key Responsibilities:

  • Provide first-line technical support for clients via phone, email, or on-site visits.
  • Diagnose and resolve basic issues related to low voltage systems including CCTV, access control, and structured cabling.
  • Assist in the installation, configuration, and maintenance of low voltage systems.
  • Perform routine checks and preventive maintenance on systems to ensure optimal performance.
  • Utilize diagnostic tools and techniques to resolve problems efficiently.
  • Communicate effectively with clients to understand their technical issues and provide clear, concise instructions or solutions.
  • Ensure customer satisfaction by addressing concerns promptly and professionally.
  • Collaborate with senior technicians and IT staff to resolve complex issues.
  • Support project teams in the implementation and deployment of new systems or upgrades.
  • Ensure that all installations and repairs adhere to industry standards and best practices.

Help Desk Technician Level 1 (Managed Services) Qualifications:

  • At least 1 year of MSP experience
  • Technical or vocational training in IT or low voltage systems
  • Previous experience in a technical support role or similar environment preferred.
  • Basic knowledge of low voltage systems such as CCTV, access control, and structured cabling.
  • Proficient in providing Tier 1 support, including troubleshooting and resolving basic IT issues such as email connectivity, printer problems, and laptop functionality.
  • Experience in handling Microsoft 365 (M365) support tasks, including password resets and user management.
  • Basic knowledge of Active Directory (AD) for user account management and password resets.
  • Hands-on experience in installing, configuring, and troubleshooting security cameras and wireless access points.
  • Relevant certifications (e.g., low voltage licensing, IT certifications like CompTIA A+, Network+) are a plus but not required.

Help Desk Technician Level 1 (Managed Services) Benefits:

  • Health and Dental Insurance
  • Long-Term and Short-Term Disability
  • 401(k) with 3% match
  • 3 Weeks PTO + 5 Sick Days
  • 8 Paid Holidays
  • Annual Bonus
  • Certification Reimbursement