Summary: Seeking a dependable Help Desk Technician I to provide first-level technical support, focusing on user support, workstation troubleshooting, and ticket management. Highlights: 1. Opportunity for hands-on MSP experience 2. Path toward advanced IT responsibilities 3. Focus on troubleshooting and user assistance Position Summary: Chatsworth based technology company is seeking a Help Desk Technician I to provide first-level technical support to our clients and end users. This role focuses on day-to-day user support, workstation troubleshooting, Microsoft 365 assistance, printer issues, software support, hardware setup, and ticket management. The ideal candidate should be dependable, professional, and comfortable working directly with users. They should have strong troubleshooting skills, take the initiative to investigate and resolve common IT issues, and know when to escalate more advanced problems to senior technical staff. Key Responsibilities: • Respond to incoming help desk tickets, phone calls, and user support requests • Provide Level 1 support for Windows desktops and laptops • Troubleshoot common Windows 10 and Windows 11 issues • Assist with password resets, account lockouts, MFA setup, and basic user access issues • Provide basic Microsoft 365, Outlook, Teams, and Office support • Assist with basic user onboarding and offboarding tasks • Perform basic Active Directory tasks such as password resets, account unlocks, and group membership updates • Troubleshoot email setup, Outlook profiles, mailbox access, and common synchronization issues • Support printers, scanners, and basic printing issues • Troubleshoot basic Internet, Wi-Fi, VPN, and connectivity issues • Install approved software and perform basic application troubleshooting • Assist with workstation setup, replacement, and deployment • Configure laptops, desktops, monitors, docking stations, keyboards, mice, and other peripherals • Perform basic hardware troubleshooting and minor component replacement when needed • Perform Windows updates and verify that workstations are receiving current security patches • Assist users with remote access and Remote Desktop issues • Use remote support tools to diagnose and resolve user issues • Create, update, document, and manage support tickets in ConnectWise Manage • Enter accurate troubleshooting notes, time entries, ticket statuses, and resolution details • Maintain ownership of assigned tickets until resolved or properly escalated • Use ConnectWise Automate or similar tools for remote access, endpoint monitoring, patching, and basic workstation management • Maintain accurate computer and equipment inventory information • Recognize and escalate potential security concerns such as phishing emails, suspicious login activity, or unusual MFA requests • Escalate server, network, firewall, backup, security, and complex infrastructure issues to senior technical staff • Assist senior technicians with projects and occasional onsite work as needed On-Call Rotation: • Participate in a scheduled on-call rotation • On-call coverage will generally run from Friday through the following Friday • During the assigned on-call week, the technician must be available to respond to after-hours issues when necessary • Primary after-hours responsibilities include responding to system alerts, monitoring notifications, and urgent VIP user support requests • Perform appropriate first-level troubleshooting and escalate critical infrastructure issues when required • Document after-hours incidents and actions taken in the ticketing system Technical Environment: • Windows 10 and Windows 11 • Microsoft 365 • Outlook • Microsoft Teams • Microsoft Office applications • Active Directory • Remote Desktop / RDP • VPN troubleshooting • Network printers and scanners • Windows updates and patching • Desktop and laptop hardware • Remote support tools • ConnectWise Manage • ConnectWise Automate • Basic TCP/IP, DNS, DHCP, and network troubleshooting Qualifications: • 3+ years of IT help desk, desktop support, or technical support experience preferred • Entry-level candidates with strong technical skills and good troubleshooting ability may also be considered • Good understanding of Windows desktop environments • Basic understanding of Microsoft 365 and Active Directory • Strong customer service and communication skills • Comfortable assisting users by phone, email, and remote support session • Ability to communicate technical information clearly to non-technical users • Ability to manage multiple tickets and prioritize issues appropriately • Strong documentation and follow-up habits • Good organizational and time-management skills • Ability to participate in the company's on-call rotation • Reliable transportation for occasional onsite client support is preferred Preferred Experience: • Previous MSP or managed-services experience is a plus • Experience with ConnectWise Manage, including ticket creation, time entries, documentation, status management, and follow-up, is a plus • Experience with ConnectWise Automate for remote monitoring, endpoint management, patching, alerts, and remote support is a plus • Experience supporting users remotely is a plus • Basic familiarity with Microsoft 365 administration and Active Directory is a plus What We Are Looking For: We are looking for someone who genuinely enjoys troubleshooting and helping users. The ideal candidate should: • Be proactive and willing to investigate issues rather than immediately escalating them • Enjoy troubleshooting and working through problems logically • Be willing to research unfamiliar issues and learn from each support case • Take ownership of assigned tickets and follow through until resolution or proper escalation • Have strong customer service skills and remain professional and patient with users • Communicate clearly with both technical and non-technical users, including executives and VIP users • Know when an issue can be handled at Level 1 and when it should be escalated • Be dependable, organized, and able to manage changing priorities • Be willing to learn new technologies and grow into more advanced IT responsibilities over time This position does not require advanced server or network administration experience. More complex server, firewall, networking, backup, security, and infrastructure work is handled by senior technical staff. This role is a good opportunity for someone who wants hands-on MSP experience and a path toward Level 2 support, systems administration, networking, or cybersecurity.
Craigslist · HR
Craigslist · HR
