What are the responsibilities and job description for the Level 1 Help Desk Technician position at Morris Technology Solutions?
Job Summary
Morris Technology Solutions (MTS) is seeking a Help Desk Technician to support end users across multiple organizations. This individual will serve as a primary point of contact for technical support and troubleshooting, assisting with hardware, software, and network-related issues while delivering a professional and positive support experience.
The ideal candidate is service-oriented, detail-focused, and capable of managing multiple requests efficiently. This role plays a key part in maintaining operational continuity and ensuring users can work productively with minimal disruption.
Why MTS?
Founded and headquartered in San Antonio with local ownership, MTS is a fast-growing, values-based consultancy that has achieved over 100% growth since 2022. We offer an in-person, team-driven environment where you’ll learn from industry experts, gain exposure to senior leadership within our clients, and build life-long professional relationships. Our people-first culture is reflected in strong reviews on Google and Glassdoor!
Key Responsibilities
Technical Support
- Serve as a primary point of contact for technical support requests via phone, email, chat and ticketing system
- Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, networks, and other equipment
- Support operating systems, business applications, and cloud-based tools
- Assist with password resets, account provisioning, and access management
- Install, configure, and maintain hardware and software
Ticket & Incident Management
- Log, categorize, prioritize, and track support requests in the ticketing system
- Provide timely resolution in accordance with service level expectations
- Escalate complex or unresolved issues to senior technical staff
- Follow up with users to confirm issue resolution
User Setup & Maintenance
- Support employee onboarding and offboarding processes
- Maintain accurate asset inventory and documentation
- Apply updates and patches as directed
Documentation & Process Compliance
- Accurately document troubleshooting steps and resolutions
- Follow established IT policies, security standards, and procedures
- Contribute to the development and improvement of support documentation
Required Qualifications
- 3 years of experience in IT support, help desk, or technical support role at an MSP
- Working knowledge of Windows and macOS operating systems
- Familiarity with Microsoft 365 management
- Basic understanding of networking concepts (IP, DNS, connectivity troubleshooting)
- Strong communication and customer service skills
- Ability to manage multiple tasks and prioritize effectively
Preferred Skills and Experience
- Associate degree or technical certification (e.g., CompTIA A , Network )
- Experience with MSP tools and systems
- Experience supporting cloud-based environments
- Past experience in a remote role
Preferred Tool Experience
- Halo
- NinjaOne
- Guardz
- SentinelOne
- Thread
- CIPP
- Hudu
Performance Expectations
- Provide timely and effective issue resolution
- Maintain accurate and complete documentation
- Deliver high-quality customer service
- Adhere to set IT policies and procedures
Work Environment
- In office at 78232 Monday through Friday
- Onsite visits to clients occasionally required (as needed)
Job Type
- Full-time
Salary : $50 - $65