Respond to and triage inbound tickets via PSA (ConnectWise, Autotask, HaloPSA)
Role guide
Help Desk Technician
Help desk technicians are the frontline of an MSP's service delivery. They handle inbound tickets, remote sessions, and on-site visits for a portfolio of SMB clients, resolving issues from password resets to server troubleshooting.
Day-to-day
Responsibilities
Provide remote and on-site support for workstations, servers, and network equipment
Manage Microsoft 365 user provisioning, licensing, and troubleshooting
Execute scheduled maintenance tasks via RMM (patching, backup verification, AV scans)
Document resolutions and configurations in the knowledge base (IT Glue, Hudu)
Escalate complex issues to L2 or L3 engineers with full context notes
What you need
Requirements
1–3 years of IT support experience, ideally in an MSP environment
CompTIA A+ or Network+ (or equivalent experience)
Familiarity with Windows Server, Active Directory, and Microsoft 365
Experience with at least one RMM platform (NinjaRMM, ConnectWise Automate, Kaseya VSA)
Strong written and verbal communication skills with end users
Ability to manage multiple tickets simultaneously in a fast-paced environment
Typical salary range: $38,000 – $58,000
Ranges based on aggregated MSP operator data. Actual compensation depends on location, company size, and level of experience.