Level 1 IT Help Desk Technician (MSP Environment)
About The Position
Our client is a growing Managed Service Provider (MSP) based in Long Island, supporting small businesses across NYC and Long Island—primarily medical and dental offices. They are expanding their help desk team to meet increasing demand and provide exceptional service to their clients. We are seeking a Level 1 IT Help Desk Technician to join a fast-paced MSP environment. This role involves delivering Tier 1 technical support across multiple client environments, managing service requests through a centralized ticketing system, and ensuring timely resolution while maintaining excellent customer service.
Requirements
- Multi-Tenant Microsoft 365 Support
- Active Directory (Multi-Domain)
- SLA-Driven Ticket Management
- Email Security / Spam Filtering
- Hardware & Desktop Support
- Strong client-facing communication skills
Nice To Haves
- Previous experience working in an MSP environment.
Responsibilities
- Provide Tier 1 technical support for multiple client environments, meeting defined SLAs.
- Perform Active Directory user administration (password resets, account unlocks, group membership changes, onboarding/offboarding).
- Support Microsoft 365 tenants for multiple clients (Outlook configuration, mailbox access, licensing, basic troubleshooting).
- Manage email security and spam filtering platforms; investigate false positives, release quarantined messages, and assist with phishing incidents.
- Troubleshoot workstation hardware, peripherals, and connectivity issues; perform workstation setups, break/fix repairs, and equipment swaps.
- Document troubleshooting steps, resolutions, and client communications in the ticketing system.
- Prioritize and escalate incidents based on impact and urgency, maintaining clear communication with clients.
- Deliver professional, customer-focused support while adhering to security best practices and SOPs.
Benefits
- Medical, dental & vision
- Critical Illness, Accident, and Hospital
- 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
- Life Insurance (Voluntary Life & AD&D for the employee and dependents)
- Short and long-term disability
- Health Spending Account (HSA)
- Transportation benefits
- Employee Assistance Program
- Time Off/Leave (PTO, Vacation or Sick Leave)
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What This Job Offers
Career Level
Entry Level
Education Level
No Education Listed
Number of Employees
5,001-10,000 employees
