Service Desk Technician

Headway Strategy•Bath Township, OH

1d•$75,000•Onsite

About The Position

The Help Desk Technician at Headway Strategy delivers advanced, remote technical support to multiple client environments. This role serves as the initial and primary triage point for users, requiring strong technical troubleshooting skills, excellent customer service, and the ability to work efficiently across diverse systems and industries. The ideal candidate thrives in a fast-paced, client-facing environment and takes ownership of issues through resolution.

Requirements

3+ years of experience in a Help Desk or Technical Support role, preferably within an MSP
Strong working knowledge of Windows and macOS operating systems
Experience supporting Microsoft 365, Active Directory, and endpoint management tools
Solid understanding of networking fundamentals and troubleshooting
Experience with ticketing systems and managed services workflows
Extremely high quality of work delivery including attention to detail and documentation
Excellent verbal and written communication skills
Excellent team collaboration skills to work together to solve challenges
Required to submit to a full background check and drug screen resulting in no prior felonies and a completely clean drug screen. Misdemeanors will be assessed in detail on a case-by-case basis.
Only United States Citizens will be considered for employment due to compliance requirements
Candidates that use tobacco or recreational drugs in any way will not be considered for employment.

Nice To Haves

Prior experience working in an MSP environment
CompTIA A+, Network+, Security+, or Microsoft certifications
Experience with Ninja RMM, ConnectWise Manage, and CrowdStrike Falcon
Familiarity with virtualization (VMware, Hyper-V) and basic server administration
PowerShell or scripting experience

Responsibilities

Diagnose and resolve complex desktop, server, and network issues
Install, configure, and maintain workstations, laptops, printers, and peripheral devices
Support Microsoft Windows, macOS, and common business applications
Perform basic administration and troubleshoot Microsoft 365, Active Directory, Azure AD, and email systems
Perform user account onboarding/offboarding, permissions management, and access control
Troubleshoot networking issues including DNS, DHCP, TCP/IP, VPNs, and wireless networks
Use RMM and cybersecurity tools to monitor systems and remediate issues
Document troubleshooting steps, resolutions, and client environments within the ticketing system and knowledgebase articles
Collaborate with other support personnel and vendors for complex or unresolved issues
Deliver professional, customer-focused service while working directly with client stakeholders
Adhere to MSP processes, SLAs, security policies, and change management procedures