MSP Level 1/2 Technician

BIZFORCE Technologies is a Managed Services Provider in Huntsville, Alabama that provides:

• Managed IT Services
• Computer Hardware and Software
• Network Design
• Network Security
• Compliance
• Disaster Recovery
• Cloud Hosting
• Business Telephone Systems - VoIP
• Structured Cabling

Essential Duties and Responsibilities:

Level 1 Support Responsibilities:

• Serve as the first point of contact for client support requests (phone, email, and ticketing system).
• Troubleshoot basic IT issues, including desktop, laptop, printer, and mobile device problems.
• Provide password resets, user account management, and basic email configuration.
• Document all support activities in the PSA system (e.g., ConnectWise Manage).
• Escalate unresolved or complex issues to Level 2 or Level 3 technicians.

Level 2 Support Responsibilities:

• Resolve intermediate-level issues involving workstations, printers, networking (wired/wireless), and user applications.
• Support Microsoft 365 (e.g., Outlook, Teams, OneDrive) setup and troubleshooting.
• Conduct system updates, patch management, antivirus/malware removal, and monitoring.
• Assist with deployment of desktops, laptops, and peripheral devices.
• Monitor and respond to alerts from RMM tools (e.g., ConnectWise Automate).
• Participate in maintaining asset inventory and network documentation.
• Assist with the onboarding of new users and device configuration.
• May support small projects or assist with firewall, switch, or server installations under supervision.

Qualifications:

• High school diploma required; associate's or bachelor's degree in IT or related field preferred.
• Entry-level IT certifications preferred (e.g., CompTIA A+, Network+, Microsoft Fundamentals).

Work Experience:

• 1–3 years of IT support experience preferred.
• Experience in a Managed Service Provider (MSP) environment highly desirable.
• Familiarity with a PSA/ticketing system and remote monitoring & management (RMM) tools.

Skills and Competencies:

• Must have a positive attitude and be a team player
• Strong customer service and communication skills.
• Ability to diagnose and resolve basic to intermediate technical issues.
• Working knowledge of Windows desktop OS (Windows 10/11), Microsoft Office, and Office 365.
• Basic understanding of networking concepts (IP, DNS, DHCP).
• Willingness to learn and adapt to new technologies and procedures.
• Ability to multitask and prioritize support tickets effectively.

Preferred Tools and Technologies:

• ConnectWise Manage and Automate
• Microsoft 365 admin portal
• Sophos, Cisco, or Ubiquiti products (basic understanding)
• Ticketing and documentation systems
• Remote desktop tools (e.g., ScreenConnect, TeamViewer)

Physical Requirements:

• May involve lifting and transporting computer hardware up to 40 lbs.
• Occasional on-site work at client locations; valid driver's license and reliable transportation required.
• Reimbursement provided for local travel/mileage as needed.

Work Environment:

• Mix of remote, in-office, and client-site support.
• May be required to work occasional after-hours or weekend shifts during emergencies or deployments

Summary

As a Help Desk Analyst - Tier 1/Tier 2, you will be instrumental in providing technical support and software troubleshooting to ensure seamless IT operations. Reporting to the IT Manager, your role involves assisting users with computer management, remote access software, and document management systems. Your core skills in customer service and IT support, along with your knowledge of Microsoft Office, computer networking, and VPN, will be vital in resolving issues efficiently. Join our team to enhance user experience and contribute to our commitment to excellent IT service delivery.

Job Type: Full-time

Pay: $ $28.90 per hour

Benefits:

• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Retirement plan

Education:

• Associate (Preferred)

Experience:

• Computer Technician: 3 years (Required)

Location:

• Huntsville, AL Required)

Ability to Commute:

• Huntsville, AL Required)

Work Location: In person