Help Desk Technician Level 1.5 (MSP) (Alpharetta)

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.

What You Will Do

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

Perform basic Active Directory tasks including user management, group membership, and permissions

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

Monitor client systems through RMM, respond to alerts, and complete routine maintenance

Image, deploy, and support Intel based laptops and desktops including hardware upgrades and replacements

Document work clearly and communicate in a client friendly way

What You Bring

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

Active Directory fundamentals with confidence managing users, groups, and permissions

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

Reliable, self managed, and consistent follow through

Pay and Benefits

Hybrid WFH schedule

$55,000 to $65,000 per year

Medical, dental, and vision insurance

Life insurance

401k matching

Paid time off