Help Desk Engineer

About the Role

This Level 1 MSP Engineer role is perfect for someone with 1-2 years of help desk experience who's ready to take the next step in their IT services career. You'll provide direct, hands-on support for desktops, laptops, and mobile devices while gaining exposure to a wide range of technologies across Microsoft 365, Azure, networking, and security.

You’ll also have a chance to work directly with our Professional Services team, learning from complex projects and contributing to solutions that scale across our entire client base. We’re looking for someone who is energetic, empathetic, and positive when working with clients, and excited about learning and using some of the latest tech to improve our client experience. Someone who understands that IT support isn't just about fixing problems, it's about building relationships and taking complete ownership of client success.

Responsibilities:

Client Support & Troubleshooting

·        Provide responsive Level 1 support via phone, email, and ticketing system. Resolve a range of hardware, software, and network issues; handle some Level 2 issues independently.

·        Proactively monitor client systems using Remote Monitoring and Management tools.

·        Document all interactions and resolutions in our ticketing system.

·        Escalate issues to senior engineers when appropriate.

·        Contribute to internal knowledge base and best practices.

Microsoft & Cloud Technologies

·        Support Windows and macOS devices across a wide range of environments.

·        Administer Microsoft 365 environments (Microsoft Intune, Exchange Online, SharePoint, Teams).

·        Manage Active Directory user accounts, groups, and permissions.

·        Troubleshoot Azure services and hybrid configurations.

·        Support Microsoft productivity and collaboration apps.

Professional Development & Collaboration

·        Cross-train with our Professional Services team to design, test, and refine scalable service frameworks and playbooks to address recurring challenges.

·        Shadow senior engineers on complex projects.

·        Actively pursue certifications and career development (we provide training support and a budget).

Client Experience & Relationships

·        Deliver support with empathy, patience, and professionalism.

·        Communicate technical solutions in user-friendly terms.

·        Follow up on tickets to ensure client satisfaction.

·        Spot opportunities for service and process improvements and communicate those back to our team.

Required Qualifications

·        1–2 years of help desk or IT support experience.

·        Strong customer service background with excellent communication skills.

·        High energy, adaptable, and able to thrive in a fast-paced environment.

Technical Requirements

·        Solid foundation in Microsoft technologies: Windows OS, Office 365, Active Directory. Familiarity with networking basics (TCP/IP, DNS, DHCP).

·        Experience with ticketing systems and documentation practices.

·        Basic understanding of cybersecurity principles.

·        Experience with or willingness to learn AI-enabled IT support tools.

Preferred (Nice to Have)

·        Microsoft 365 Fundamentals (MS-900) or Azure Fundamentals (AZ-900) certification (or higher).

·        Experience automating tasks and workflows (PowerShell, Bash, Python, etc.).

Equal Opportunity Employer. All qualified applicants will receive consideration for employment and will not be discriminated against based on race. color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information or any other consideration prohibited by law or contract.

Must be legally authorized to work in the US without sponsorship for employment visa status now or in the future.

Please no third-party recruiting agencies.