We are currently seeking a knowledgeable and customer-focused MSP Helpdesk Admin to join our team at IT Specialists. As an MSP (Managed Service Provider) Helpdesk Admin, you will be responsible for providing technical support and troubleshooting assistance to our clients. Your role will involve handling incoming helpdesk requests, diagnosing and resolving technical issues, and escalating complex problems to senior technicians when necessary. The ideal candidate for this position will have a strong background in IT support, excellent communication skills, and a passion for providing exceptional customer service.

Responsibilities

Provide technical support and troubleshooting assistance to clients via phone, email, or remote access

Handle incoming helpdesk requests and document all relevant information in the ticketing system

Diagnose and resolve technical issues for end-users, maintaining a high level of customer satisfaction

Escalate complex problems to senior technicians or other team members as needed

Assist clients with setting up and configuring hardware and software

Perform regular maintenance and updates on client systems

Stay up-to-date with the latest technologies and industry trends

Collaborate with other team members to resolve technical issues and ensure client satisfaction

Requirements

Proven experience as an MSP Helpdesk Admin or similar role in an MSP

Strong knowledge of IT support and troubleshooting principles

Excellent communication and customer service skills

Ability to diagnose and resolve technical issues in a timely manner

Experience with ITSM ticketing systems and remote support tools

Knowledge of Windows and macOS operating systems

Basic understanding of networking concepts and protocols

Industry certifications such as CompTIA A+, Network+, or Microsoft Certified Professional (MCP) are a plus

Bachelor's degree in Information Technology, Computer Science, or a related field is preferred

Benefits

Health Care Plan (Medical, Dental & Vision)

Life Insurance (Basic, Voluntary & AD&D)

Paid Time Off (Vacation, Sick & Public Holidays)

Training & Development