What are the responsibilities and job description for the Service Desk Technician I position at Multiple Computer Solutions?
Job Summary
Multiple Computer Solutions (MCS) is seeking a Service Desk Technician I to provide front-line support for managed client environments. This role is focused on reactive support, foundational troubleshooting, ticket ownership, documentation, and escalation when issues exceed Level I scope. The right candidate is organized, customer-focused, security-minded, and able to communicate clearly with end users while supporting the stability and professionalism expected in an MSP/MSSP environment.
What You’ll Do
- Perform ticket intake, triage, prioritization, and documentation
- Provide basic troubleshooting for workstations, printers, Wi-Fi connectivity, email issues, and common business applications
- Manage Microsoft 365 user accounts, including account creation, password resets, account disable/enable, and basic license assignment
- Respond to basic RMM alerts and complete guided remediation tasks
- Assist with deployment and verification of endpoint security tools, including AV, EDR, and monitoring agents
- Perform basic networking troubleshooting such as connectivity issues, IP conflicts, and wireless access problems
- Monitor backup alerts and escalate failures for further investigation
- Prepare and deploy new workstations, including OS setup, domain/Azure join, agent installation, and user configuration
- Assist with maintaining accurate device inventory and documentation
- Escalate issues appropriately when they exceed Level I capability
Additional Day-to-Day Work You May Handle
- Microsoft 365 and Outlook access issues
- Password reset and login support
- Printer/scanner troubleshooting
- Basic onboarding setup tasks and user readiness checks
- Documentation updates and client follow-up communication
- Basic security-tool and backup follow-up items under guidance
- Coordination with higher-level technicians for more advanced issues
Core Expectations
All MCS technicians are expected to:
- Communicate professionally and clearly with clients
- Keep clients informed on progress and timelines
- Document work accurately in the PSA
- Maintain technical notes another technician can follow
- Update documentation when systems, credentials, or configurations change
- Take ownership of assigned tickets until resolution or proper escalation
- Maintain a security-first mindset and escalate suspected security incidents immediately
- Collaborate with teammates and participate in knowledge sharing
- Follow operational procedures, prioritization standards, and change discipline
Qualifications
- 1 year of help desk, IT support, MSP, or strong technical customer service experience preferred
- Working knowledge of Windows 10/11
- Familiarity with Microsoft 365, Outlook, Teams, and common desktop applications
- Basic understanding of printers, user accounts, workstation deployment, and troubleshooting
- Strong written and verbal communication skills
- Good organizational skills and ability to manage multiple tickets
- Ability to follow process, document clearly, and escalate when needed
Preferred Experience
- Experience in an MSP environment
- Exposure to RMM tools and remote support platforms
- Familiarity with basic endpoint security tools such as AV, EDR, or monitoring agents
- Experience with workstation setup, Microsoft 365 user administration, and entry-level network troubleshooting
- Experience handling backup alerts, onboarding tasks, or IT documentation updates
Certification Requirement
- CompTIA A required within 6 months of hire
Pay: $18.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
Salary : $18 - $22