What you’ll do

• Own Tier 1 tickets from intake to resolution across multiple client environments
• Troubleshoot Windows workstations, plus some Mac
• Resolve printer, peripheral, and basic network connectivity issues
• Create and manage user accounts, password resets, and permissions in Active Directory
• Support Microsoft 365: user setup, licensing, mailbox, and Teams issues
• Provide first-line support for client camera systems
• Document every ticket clearly so the next tech can pick it up cold
• Follow established SOPs and escalate server and complex issues to Tier 2
• Occasionally visit client sites for setups and deployments once you’re fully ramped

What we’re looking for

• 1+ year on a helpdesk at an MSP. Strong helpdesk experience at a mid to large organization will also be considered.
• Hands-on Windows troubleshooting and Active Directory administration
• Working knowledge of Windows Server environments
• Comfort supporting multiple clients and switching contexts quickly
• Disciplined with process: you follow SOPs, document thoroughly, and own your mistakes
• A team player who communicates clearly with clients and coworkers
• Reliable transportation and the ability to work onsite 

Nice to have

• Microsoft 365 administration experience (a big plus)
• Exposure to camera or surveillance systems
• Mac support experience
• CompTIA A+, Network+, or Microsoft certifications
• Experience with a PSA or ticketing platform such as ConnectWise, Autotask, or HaloPSA

Why this role

• Real growth path. Strong performers move into Tier 2 and project work.
• Steady schedule. Business hours only. Overnight coverage is already handled.
• Variety. Multiple client environments means you’ll see more and learn faster than in-house IT.
• Small team impact. Your work is visible, and doing it well gets noticed.