Overview
We are seeking a Service Desk Technician to support a growing Managed Services environment serving clients across Florida and additional markets including Washington, California, Texas, and North Carolina.
This role is critical to delivering high-quality IT support across a diverse client base including medical, chiropractic, and real estate organizations. The ideal candidate brings hands-on troubleshooting experience, strong communication skills, and the ability to work effectively in a high-volume, fast-paced service desk environment.
Key Responsibilities
- Provide Tier 1 / Tier 2 technical support for ~150 clients across ~1,500 endpoints and ~4,500 email accounts
- Handle high-volume ticket queues, including:
- Password resets
- Email access issues
- Basic network and connectivity troubleshooting
- Participate in a round-robin dispatch model, ensuring efficient ticket triage and response
- Utilize RMM and PSA tools to monitor, manage, and resolve incidents
- Support endpoint security and access management, including MFA and email protection
- Assist with onboarding/offboarding users and managing permissions
- Troubleshoot Microsoft-based environments (Windows, M365, security tools)
- Escalate complex issues appropriately while maintaining ownership of tickets
- Document resolutions and maintain accurate ticket notes
Technical Environment
Experience with the following tools/technologies is highly preferred:
- Kaseya
- Autotask
- Remote Monitoring & Management (RMM) tools
- Endpoint Detection & Response (EDR) solutions
- Microsoft 365 & Microsoft Security stack
- Network hardware such as SonicWall firewalls and Ubiquiti access points
Required:
- 2+ years of Service Desk or Help Desk experience in an MSP or multi-client environment
- Proven ability to troubleshoot:
- Windows OS issues
- Active Directory / user account management
- Email (Exchange / M365)
- Basic networking (DNS, DHCP, connectivity)
- Experience working in a ticketing system with SLAs
- Strong customer service and communication skills
Preferred:
- Experience in an MSP environment
- Familiarity with security best practices (MFA, endpoint protection)
- Exposure to remote support tools and automation
- Ability to work independently in a distributed/remote team model
What We’re Looking For
- Candidates who can demonstrate real hands-on experience (not just theoretical knowledge)
- Ability to handle repetitive tasks (e.g., password resets) while maintaining attention to detail
- Strong troubleshooting mindset with a focus on first-call resolution
- Comfortable working in a structured, process-driven environment
- Honest assessment of skill level—this role requires true Tier 1/2 capability, not entry-level training
Environment & Culture
- Fast-paced MSP supporting a wide range of industries
- Collaborative team leveraging a centralized service desk model
