Service Desk Technician I

Job Summary Multiple Computer Solutions (MCS) is seeking a Service Desk Technician I to provide front-line support for managed client environments.This role is focused on reactive support, foundational troubleshooting, ticket ownership, documentation, and escalation when issues exceed Level I scope.The right candidate is organized, customer-focused, security-minded, and able to communicate clearly with end users while supporting the stability and professionalism expected in an MSP/MSSP environment.What You'll Do Perform ticket intake, triage, prioritization, and documentation Provide basic troubleshooting for workstations, printers, Wi-Fi connectivity, email issues, and common business applications Manage Microsoft 365 user accounts, including account creation, password resets, account disable/enable, and basic license assignment Respond to basic RMM alerts and complete guided remediation tasks Assist with deployment and verification of endpoint security tools, including AV, EDR, and monitoring agents Perform basic networking troubleshooting such as connectivity issues, IP conflicts, and wireless access problems Monitor backup alerts and escalate failures for further investigation Prepare and deploy new workstations, including OS setup, domain/Azure join, agent installation, and user configuration Assist with maintaining accurate device inventory and documentation Escalate issues appropriately when they exceed Level I capability Additional Day-to-Day Work You May Handle Microsoft 365 and Outlook access issues Password reset and login support Printer/scanner troubleshooting Basic onboarding setup tasks and user readiness checks Documentation updates and client follow-up communication Basic security-tool and backup follow-up items under guidance Coordination with higher-level technicians for more advanced issues Core Expectations All MCS technicians are expected to:Communicate professionally and clearly with clients Keep clients informed on progress and timelines Document work accurately in the PSA Maintain technical notes another technician can follow Update documentation when systems, credentials, or configurations change Take ownership of assigned tickets until resolution or proper escalation Maintain a security-first mindset and escalate suspected security incidents immediately Collaborate with teammates and participate in knowledge sharing Follow operational procedures, prioritization standards, and change discipline Qualifications 1year of help desk, IT support, MSP, or strong technical customer service experience preferred Working knowledge of Windows 10/11 Familiarity with Microsoft 365, Outlook, Teams, and common desktop applications Basic understanding of printers, user accounts, workstation deployment, and troubleshooting Strong written and verbal communication skills Good organizational skills and ability to manage multiple tickets Ability to follow process, document clearly, and escalate when needed Preferred Experience Experience in an MSP environment Exposure to RMM tools and remote support platforms Familiarity with basic endpoint security tools such as AV, EDR, or monitoring agents Experience with workstation setup, Microsoft 365 user administration, and entry-level network troubleshooting Experience handling backup alerts, onboarding tasks, or IT documentation updates Certification Requirement CompTIA Arequired within 6 months of hire Pay:$18.00 - $22.00 per hour Benefits:401(k) 401(k) matching Dental insurance Health insurance Paid time off Vision insurance Work Location:In person.