Junior / Level 1 (IT) Helpdesk Technician

Strong communication and listening skills Solid understanding of operating systems, networks, and common business applications Problem-solving mindset with a client-first attitude Fast and accurate typing while on calls Strong IT literacy at an advanced user level Familiarity with ticketing systems and RMM tools (Autotask, DattoRMM a plus) Experience supporting Microsoft 365 and Google Workspace IT certifications (MCP, MCSA, ITIL, etc.) Prior Helpdesk or MSP experience

Serve as the first point of contact for client support Troubleshoot basic IT issues remotely Communicate consistently with clients regarding request status Create, manage, and update service tickets Document work completed and ensure ticket details are up to date Review RMM dashboards and perform remedial actions Conduct regular system checks Assist the Projects Team with remote implementations Escalate complex tickets to senior technicians Report risks, updates, or client outages promptly Submit required timesheets and reports Follow SOPs and scheduled tasks Ensure security protocols are followed Contribute to team improvements and innovations