What are the responsibilities and job description for the Help Desk Technician position at KASCADE?
Job Title: Helpdesk Technician (Level 1–2)
Company: Kascade
Location: Massachusetts-based (hybrid with regional travel as needed)
About Kascade
Kascade is a security-first Managed Service Provider (MSP) supporting organizations across Massachusetts, New Hampshire, Maine, and Rhode Island. We specialize in building secure, resilient IT environments for small to mid-sized businesses and municipalities.
Position Overview
We are seeking a motivated Helpdesk Technician (Level 1–2) to provide frontline and on-site technical support and assist in maintaining secure, stable IT environments for our clients. This role is ideal for someone early in their IT career who wants hands-on experience across systems, security, and client environments.
Key Responsibilities
- Provide Tier 1–2 technical support via ticketing system, phone, email, and on-site visits
- Troubleshoot and resolve issues related to Windows endpoints, applications, printing, Microsoft 365, and basic networking
- Assist with user onboarding/offboarding (account setup, permissions, device provisioning)
- Perform routine maintenance tasks (patching, backups, system checks)
- Escalate complex issues to senior engineers with proper documentation
- Maintain accurate ticket notes and documentation in PSA system
- Assist with client deployments (hardware installs, firewall rollouts, MFA enablement, etc.)
- Follow security best practices and contribute to improving client security posture
Required Technical Skills
- Solid understanding of Windows 10/11 and basic Windows Server concepts
- Experience with Microsoft 365 (Exchange Online, Teams, SharePoint, Entra ID/Azure AD)
- Familiarity with Active Directory (user/group management, GPO basics) a plus
- Basic networking knowledge (DNS, DHCP, TCP/IP, VPN troubleshooting) a plus
- Experience with or exposure to RMM tools (e.g., NinjaOne, Datto RMM, ConnectWise, etc.)
- Understanding of endpoint security concepts (MFA, EDR, phishing awareness)
- Experience troubleshooting common hardware/software issues
Preferred / Nice-to-Have Skills
- Experience in an MSP environment
- Familiarity with firewalls (Fortinet, SonicWall, etc.)
- Knowledge of backup solutions (Veeam, Datto, Acronis, etc.)
- Exposure to email security (SPF, DKIM, DMARC basics)
Soft Skills
- Strong communication skills (both technical and non-technical audiences)
- Customer-service mindset with professionalism and patience
- Ability to prioritize and manage multiple tickets
- Strong documentation habits
- Willingness to learn and grow in cybersecurity and systems administration
Experience & Education
- 1–3 years of IT support experience (helpdesk or similar role)
- Relevant certifications are a plus (CompTIA A , Network , Security , Microsoft Fundamentals)
What You’ll Gain
- Hands-on experience across diverse client environments
- Exposure to real-world cybersecurity practices in an MSP setting
- Mentorship and growth into advanced engineering or security roles
- Opportunity to work on meaningful projects supporting local organizations and municipalities