Help Desk Desktop Support/ Customer Technical support

5 days ago

Alpharetta GA, United States Bowman Williams Full time

We are a growing Managed Service Provider supporting small and mid sized businesses with day to day IT support across desktops, servers, Microsoft 365, and networking. We are looking for a Help Desk Technician Level 1.5 with MSP experience who can take ownership of tickets beyond password resets, handle more involved troubleshooting, and deliver a calm, confident client experience.
This role is ideal for someone who is strong on end user support, comfortable digging into Microsoft 365 and basic server tasks, and can work independently while knowing when to escalate.

Handle inbound support requests and own tickets through resolution, escalating only when appropriate
Troubleshoot Windows 10 and 11 issues including performance, profile, printing, and application problems
Support Microsoft 365 Apps, Outlook, Teams, OneDrive, and common collaboration issues
Administer Microsoft 365 users, groups, shared mailboxes, and distribution lists
Support Windows Server fundamentals including patching, basic troubleshooting, and service checks
Support Windows Remote Desktop Services fundamentals and user access issues
Troubleshoot networking issues at the endpoint and LAN level including IP addressing, DNS, DHCP, switching basics, and wireless connectivity
Image, deploy, and support Intel based laptops and desktops including hardware upgrades and replacements
Document work clearly and communicate in a client friendly way

2 plus years of hands on IT support experience, MSP experience REQUIRED
Strong Windows 10 and 11 support experience plus Microsoft 365 Apps and Office 2019 and 2021
Microsoft 365 support experience beyond basic resets, including mailbox and Teams troubleshooting
Email fundamentals including POP3, SMTP, IMAP, and Microsoft 365
Comfortable with basic Windows Server and Remote Desktop Services support
Solid networking fundamentals including DNS, DHCP, IP addressing, switching basics, and wireless
Strong phone and remote support skills with excellent customer service
Hybrid WFH schedule
$Medical, dental, and vision insurance
Life insurance

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