Service Delivery Specialist (Tier 1 help desk)

Position Summary

The Service Delivery Specialist (Tier 1) provides front-line technical support to clients ensuring quick resolution of IT issues and delivering excellent customer service. This role involves troubleshooting diverse IT environments, handling a variety of client needs, and escalating complex issues to higher-tier technicians as necessary. The ideal candidate thrives in a fast-paced, multi-client environment and has a strong desire to learn and grow in the IT field.

Responsibilities

• Technical Support: Provide remote and on-site IT support to supported client environments. Troubleshoot and resolve hardware, software, and network issues for desktops, laptops, printers, servers, and other IT infrastructure. Assist with common applications such as Microsoft 365, Google, email clients, and remote desktop solutions.
• Ticket Management: Monitor, update, and resolve tickets in the MSP’s ticketing system, adhering to Service Level Agreements (SLAs). Document issue resolutions and escalate unresolved issues to Tier 2 or Tier 3 technicians as needed.
• User Assistance: Support end users with password resets, account management, and access to systems. Educate clients on best practices for IT security, software usage, and troubleshooting.
• System Monitoring and Maintenance: Utilize Remote Monitoring and Management (RMM) tools to proactively identify and resolve potential issues. Deploy patches, updates, and security software to client systems as part of routine maintenance. Assist in setting up new client environments, including installing hardware and software.
• Network Support: Diagnose and troubleshoot basic network issues, including connectivity, VPN, and firewall problems. Coordinate with vendors or escalate complex networking issues as necessary.
• Client Interaction: Communicate effectively with clients to gather details, set expectations, and provide updates. Maintain a professional demeanor and deliver excellent customer service, even in high-pressure situations.

Qualifications

High school diploma or equivalent (associate’s degree or certifications preferred). 1 year of experience in IT support, helpdesk, or related roles, preferably in an MSP environment. Familiarity with RMM tools (e.g., ConnectWise, Kaseya, SolarWinds). Basic knowledge of Windows Server environments, Active Directory, and Office 365 administration. Understanding of TCP/IP, DNS, DHCP, and basic network troubleshooting.

Preferred Skills and Certifications

• Certifications such as CompTIA A , Network , Microsoft 365 Certified: Fundamentals, or similar.
• Experience with Professional Services Automation (PSA) tools (e.g., ConnectWise Manage, Autotask).
• Exposure to virtualization technologies like VMware or Hyper-V.
• Familiarity with backup and disaster recovery solutions (e.g., Datto, Veeam).

What We Offer

• Competitive Pay: Offering salaries that align with market standards.
• Achievement Recognition: Employee bonuses to reward exceptional performance.
• 401(k) Retirement Plan: Includes company matching—100% match for the first 3% of contributions and 50% match for the next 3%.
• Unlimited PTO: We prioritize work-life balance and encourage employees to use their time off.
• Comprehensive Time-Off Benefits: Includes paid sick time and company holidays.
• Employer-Contributed Healthcare: Coverage for medical, dental, and vision care, with dependent options available.
• Expense Reimbursements: Cell phone and mileage costs reimbursed.
• Supportive Work Environment: Join a vibrant, team-oriented workplace where employees often describe the culture as family-like.