IT Helpdesk Engineer (MSP Hybrid / On-Site) - Tier 1
Advantage IT Services, LLC is seeking a Tier 1 IT Helpdesk Engineer who will serve as the first point of contact for client IT issues. The role involves providing support for common technical problems, documenting tickets, and performing both remote and onsite support.
Responsibilities
- Provide first-line support via phone, email, and ticketing system
- Troubleshoot Tier 1 issues: password resets, MFA, account lockouts, Microsoft 365 support, printers, peripherals, workstation issues
- Document tickets thoroughly
- Follow runbooks and escalation paths
- Escalate complex issues to Tier 2/3 with clear notes
- Perform onsite support: workstation setups, deskside troubleshooting, hardware support
- Contribute to documentation and identify recurring issues
Skills
- 1+ year of IT helpdesk or technical support experience (MSP preferred)
- Strong customer service and communication skills
- Ability to prioritize tickets in a fast-paced environment
- Knowledge of Windows 10/11, Microsoft 365, basic networking (DNS, DHCP, WiFi, VPN)
- Ability to work from home
- Reliable transportation and valid driver's license
- MSP experience with multiple clients
- Familiarity with ticketing/RMM tools (ConnectWise, Halo, Autotask)
- Basic Active Directory/Entra ID experience
- Certifications (CompTIA A+, Network+, Microsoft Fundamentals)
- Use of Automation Tools & AI
Benefits
- Health savings account
- Paid time off
- Retirement plan
Company Overview