We’re looking for a proactive Service Desk Technician Tier 1.5 with previous MSP experience to join our growing technical team. If you’re ready to move beyond basic ticket triage and start deepening your skills in networking, cloud, and endpoint security—this is your opportunity.
In this role, you’ll work directly with clients to troubleshoot and resolve a variety of issues across systems, networks, and Microsoft cloud environments. You’ll also gain exposure to RMM tools, security platforms, and real-world networking situations that will accelerate your growth.
Service Desk Technician Tier 1.5 Responsibilities:
- Respond to and resolve Tier 1.5 tickets with a focus on proactive client support
- Administer and troubleshoot Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint)
- Perform basic administration in Active Directory (password resets, user provisioning, group policies)
- Troubleshoot networking issues (VPNs, DNS, DHCP, firewall basics, remote access tools like RDP)
- Utilize PSA and RMM tools such as ConnectWise, Kaseya, or NinjaOne for monitoring and remediation
- Support endpoint security platforms (EDR, antivirus, phishing protection, email security)
- Escalate complex issues when appropriate while maintaining client communication and expectations
Service Desk Technician Tier 1.5 Experience:
- 1–2 years of experience in a help desk or service desk role at a Managed Services Provider (MSP)
- Familiar with Windows 10/11 and basic Windows Server environments
- Experienced with Microsoft 365 and Active Directory environments
- Comfortable using remote access tools and ticketing systems
- Strong troubleshooting, communication, and time management skills
- Eager to learn, grow, and take on more responsibility over time
Service Desk Technician Tier 1.5 Benefits:
- Supportive and fast-paced MSP environment with room to grow
- Health, Dental, and Vision Insurance
- Paid Time Off, Sick Days, and Paid Holidays
- Certification reimbursement and paid technical training
- Internal promotion paths and professional development support
- Performance bonuses and mileage reimbursement for client visits
