What are the responsibilities and job description for the MSP - Help Desk Specialist L1.5 position at Titanium?
About Titanium IT
Titanium IT is a fast‑growing MSP delivering high-quality IT support, automation, and cloud services to Small–Medium-Large businesses. We are expanding our engineering team and seeking a technically strong Intermediate Systems Engineer—ideal for someone who is aiming to grow to Level 2 and 3 in future. This role demands reliability, technical accuracy, and strong familiarity with MSP tools and workflows.
Position Summary
This role manages incoming help desk calls, ticket triage, and escalated issues while maintaining SLA compliance across multiple client environments.
Candidates must have hands‑on MSP experience and be fluent in Halo PSA and Hudu documentation systems.
You will support workstations, Microsoft 365, basic networking, and cloud infrastructure while following established processes and ensuring high-quality service delivery.
Key Responsibilities
- Respond to incoming calls, new tickets, and service requests as a primary support point.
- Process, triage, and update tickets in Halo PSA, ensuring full SLA adherence.
- Document client environments, procedures, and troubleshooting steps in Hudu.
- Troubleshoot and support Windows workstations, laptops, printers, IP Phones and peripherals.
- Support and administer Microsoft 365, including:
- Intune device management
- SharePoint Online permissions/structure
- Exchange Online mailbox troubleshooting
- OneDrive sync and configuration
- Perform workstation deployments, user onboarding/offboarding, and cloud application setup.
- Resolve Level 1 escalations and identify when to escalate further to senior engineers.
- Investigate and remediate RMM alerts from platforms such as NinjaRMM
- Familiarity with tools for Remote tools such as ScreenConnect
- Conduct basic networking troubleshooting: TCP/IP, DNS, DHCP, VPNs, VLAN awareness.
- Follow security best practices, including MFA enforcement, conditional access awareness, and Geo blocking rules. Knowledge of IronScale or Breach Secure Now is a big plus.
- Maintain accurate time entries for tickets in Halo and documentation for all work performed.
Required Skills & Experience
- Minimum 3 years professional IT support experience.
- Minimum 2 years in an MSP environment
- Hands‑on experience with Halo PSA (required).
- Hands‑on experience with Hudu documentation platform (required).
- Strong proficiency with Microsoft 365 administration (Intune, SharePoint, Exchange Online).
- Experience using RMM tools such as NinjaRMM
- Strong understanding of workstation imaging, device provisioning, and endpoint security.
- Ability to manage a high volume of tickets while meeting SLA commitments.
- Excellent communication and customer-service mindset.
Preferred (but not required)
- Experience with Meraki, Fortinet, or Ubiquiti networks.
- Light PowerShell abilities for automation or scripting.
- Project or migration assistance (M365, file server to cloud, workstation refreshes).
Why Work With Us
- Competitive salary
- 401(k) with employer match
- Medical, dental, vision benefits
- Paid time off
- Training & professional development support
- Friendly, high-performance team culture
Schedule
- On-site, 8‑hour shift a our Fair Lawn, NJ office.
- Weekly rotating On-Call schedule to cover afterhours and weekend support (not live support nor 24/7 but certain hours).