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Job Description

We are seeking a motivated and customer-focused Level 1 Helpdesk Technician to join our Managed Service Provider (MSP) team. The ideal candidate will provide exceptional technical support to our clients, resolving issues related to desktop systems, networking, and software applications. This role requires strong exceptional service skills, foundational knowledge of IT systems, and hands-on experience with key tools and technologies, including Microsoft Active Directory (AD), Azure Active Directory (AAD), Fortinet networking, and ConnectWise ticket management.

Responsibilities:

• Provide first-line technical support to clients via phone, email, or remote access, addressing issues related to hardware, software, and network connectivity.

• Troubleshoot and resolve desktop support issues, including operating system errors, application issues, and peripheral device problems.

• Assist with user account management, password resets, and permissions in Microsoft Active Directory (AD) and Azure Active Directory (AAD).

• Log, track, and manage support tickets using ConnectWise, ensuring timely resolution and accurate documentation.

• Escalate complex issues to Level 2 technicians or other specialized teams while maintaining clear communication with clients.

• Perform basic network troubleshooting, including connectivity issues, VPN access, and basic router/switch configurations.

• Provide excellent customer service, ensuring client inquiries are handled professionally and promptly.

• Assist with onboarding new users, including setting up workstations, email accounts, and software installations.

• Maintain up-to-date knowledge of IT best practices, company processes, and client systems.

• Contribute to team documentation, including knowledge base articles and standard operating procedures.

Salary: 40k

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [email protected] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

• 1–2 years in helpdesk or technical support, ideally with an MSP

• Proficient in Active Directory (AD) and Azure AD

• Skilled in Windows/macOS, Microsoft Office, and networking basics

• Experience with ConnectWise or similar tools

• Flexible schedule; occasional after-hours support

• High school diploma required; associate’s or bachelor’s in IT or related field preferred Certifications like CompTIA A+, Network+, or Microsoft 365