IT Help Desk Technician (Level 1)
About The Position
bdManagedIT is a Managed IT Services Provider based in Madison, Georgia. We invest in our technicians: paid training time every month, certification support, and mentorship from experienced technicians, with clear paths to grow into higher-level roles. We are hiring an IT Help Desk Technician who already has at least one year of solid, hands-on support experience and is hungry to learn more. You will troubleshoot common technical issues, take ownership of tickets, and communicate clearly with clients. The right person enjoys solving problems, learning how systems work, and building their skills in an organized environment where clear processes, accurate documentation, and follow-through matter. You do not need to know everything, but you should be curious, resourceful, and eager to keep learning and building your technical knowledge.
Requirements
- At least 1 year of hands-on IT help desk, service desk, or technical support experience in an environment supporting 10+ Windows devices (1 to 3 years is ideal).
- Strong Windows and Microsoft 365 troubleshooting skills.
- Experience with ticketing, PSA, or remote support tools.
- Ability to resolve common Level 1 issues with limited direction.
- Strong attention to detail, documentation, organization, and follow-through.
- Comfortable working within clear processes and defined expectations.
- Strong written and verbal communication skills.
- Good judgment around when to continue troubleshooting and when to escalate.
- Genuine curiosity about technology and a strong desire to keep learning.
- Resourcefulness when facing something unfamiliar, including the willingness to research, learn, and ask good questions.
- Valid driver's license, reliable personal transportation, and ability to occasionally travel to local client sites.
Nice To Haves
- Previous MSP experience
- Experience with ConnectWise, Autotask, or a similar PSA/ticketing platform
- CompTIA A+ or equivalent technical knowledge
Responsibilities
- Respond to phone, chat, and ticket requests from clients.
- Troubleshoot Windows, Microsoft 365, printer, password, connectivity, and common desktop issues.
- Work through technical problems using available tools, documentation, and established processes.
- Take ownership of tickets and keep clients informed through resolution or escalation.
- Document troubleshooting steps and resolutions clearly and accurately in our ticketing system.
- Escalate tickets to the appropriate team member based on SLA requirements and defined processes.
- Learn and take ownership of the Help Desk ticket boards to maintain proper ticket flow, including scheduling and coordinating tickets for teammates.
- Recognize when an issue needs to be escalated and provide complete notes and steps already taken.
- Perform routine health checks, patch reviews, monitoring follow-up, and maintenance tasks.
- Collaborate with senior technicians and contribute to strong documentation and repeatable processes.
Benefits
- Medical coverage.
- Paid Time Off.
- Paid holidays.
- Training and certification support.
- Career growth opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
