Help Desk Technician – Tier 1 (MSP Experience Required)

Benefits

Pulled from the full job description

Full job description

Is this you?

You are enthusiastic about technology and driven to support others. You are confident in handling challenges and understand the importance of collaboration and asking for help when appropriate. With desk experience, you consistently prioritize delivering a strong client experience.

You are comfortable working independently but value being part of a high-performing team. You are motivated to grow within your role and see long-term opportunity here. You recognize that IT moves quickly and constantly changes, and you are ready to keep pace.

Position Overview

The Help Desk Support role provides Tier 1 technical assistance, including issue isolation, troubleshooting, and problem resolution. The role requires professionalism, patience, and composure when supporting end users. Strong written and verbal communication skills are critical, along with the ability to effectively engage both technical and non-technical clients.

Key Responsibilities

• Respond to support requests from customers and prospects through phone, email, and ticketing systems
• Diagnose, troubleshoot, and recommend technical solutions related to software setup and configuration
• Research and resolve software and hardware issues with accuracy and efficiency
• Collaborate with team members to resolve client issues while contributing to and leveraging the internal knowledge base to improve team performance
• Effectively prioritize and manage multiple issues of varying severity, ensuring resolution within established service levels - including full ownership of ticket documentation, accurate data entry, and timely status updates to clients and internal stakeholders
• Maintain thorough documentation aligned with technical best practices, standard operating procedures, and established checklists

Required Skills and Experience

• Strong analytical and troubleshooting capabilities, paired with a proactive and service-oriented approach
• Clear, professional written and verbal communication skills
• Excellent time management, prioritization, and organizational skills
• High attention to detail with consistent and accurate documentation practices
• Proficiency in administering and troubleshooting Windows and macOS environments within a managed IT setting
• Hands-on experience supporting Microsoft 365 services, including Exchange Online, Teams, OneDrive, and SharePoint
• Solid understanding of networking fundamentals such as TCP/IP, DNS, DHCP, VPN connectivity, and wireless configuration
• Experience managing users, groups, and devices within Azure Active Directory and Microsoft Intune
• Working knowledge of Active Directory, Group Policy, and identity management principles
• Familiarity with modern security controls including multi-factor authentication, conditional access policies, and endpoint protection
• Experience utilizing RMM platforms, remote support tools, and ticketing systems to efficiently resolve user issues

The Fun Stuff

• Hybrid Remote position. 1-2 days per week remote (if desired), and customer onsites and as needed.
• Competitive Salary, based on experience
• Health, Dental, Vision, Short-Term Disability and Life Insurance
• Flexible PTO policy
• 401(k) Plan with Employer Match
• Mileage Reimbursement
• Added perks

About Us

QIT Solutions delivers managed IT services with a strong focus on cybersecurity, cloud, and IT management. Clients trust us to protect their most valuable information while keeping their operations productive and secure. Through partnerships with top-tier hardware and software providers, we design tailored, secure solutions that meet each client’s needs.

However, our identity goes beyond the services we deliver. We are problem solvers at heart, passionate about technology, and committed to helping both our clients and team members succeed. We reject the idea that contacting IT should be frustrating. Instead, we strive to make it seamless and even enjoyable. We believe in hard work, honesty, integrity, and maintaining a culture where people enjoy what they do.

Our Mission (Why we exist): To serve others by delivering trusted technology services with excellence and integrity, honoring God in all we do.

Our Vision (Where we’re going): To build a trusted, enduring technology firm that develops leaders, strengthens organizations and advances God’s purpose through service and excellence.

QIT Solutions is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Location:

West Palm Beach, FL (hybrid remote)

How to Apply:

Qualified candidates please submit your resume.

Applicants who appear to meet our general qualifications will receive a short follow-up questionnaire to help us learn more about your background before scheduling interviews.

Job Type: Full-time

Base Pay: $45,000.00 - $55,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Tuition reimbursement
• Vision insurance

Experience:

• troubleshooting: 2 years (Required)
• MSP Help desk: 1 year (Required)

Ability to Commute:

• West Palm Beach, FL 33409 (Required)

Work Location: Hybrid remote in West Palm Beach, FL 33409