Help Desk Analyst - MSP

Responsibilities

• Own a high-volume ticket queue - respond, troubleshoot, and resolve end-user issues within client SLA requirements.
• Support end users via phone, email, chat, and remote access tools across a diverse portfolio of business clients.
• Troubleshoot Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud application issues.
• Create and maintain accurate ticket records in the PSA system, ensuring full documentation of steps taken and outcomes.
• Handle user account administration in Active Directory, Azure AD, and Microsoft 365 Admin Center.
• Escalate unresolved or high-severity issues to senior engineers promptly with detailed context.
• Assist with client onboarding/offboarding: provisioning devices, configuring email, and managing access.
• Identify recurring problems and proactively suggest process improvements or knowledge base articles.
• Required Experience & Skills
• Minimum 1 year of Level 1 support experience specifically within an MSP setting - this is a firm requirement.
• Proven track record handling a high-volume ticket environment with strong time management and prioritization skills.
• Proficiency with Windows 10/11, Microsoft 365 suite, and standard business productivity tools.
• Hands-on experience with a PSA/ticketing platform (ConnectWise Manage, Autotask, HaloPSA, or similar).
• Working knowledge of networking basics: DNS, DHCP, TCP/IP, VPN configurations.
• Excellent interpersonal skills - ability to translate technical issues into plain language for non-technical clients.
• Availability Monday-Friday, 8:00 AM - 5:00 PM PST.

Requirements

• CompTIA A+ or Microsoft 365 Fundamentals (MS-900) certification.
• Experience with RMM tools such as NinjaRMM, N-able, or Kaseya.
• Familiarity with multi-factor authentication solutions and endpoint security platforms.
• Basic PowerShell or automation scripting knowledge.
• We connect top talent with vetted employers, competitive pay, and real growth opportunities.

Benefits

Additional Information

Join Hire Hangar and work with fast-growing global companies while building a long-term, remote career. Help Desk Analyst - MSP (Level 1) Client Services - Service Desk | Full-Time | 8:00 AM - 5:00 PM PST Our growing Managed Services team is seeking a skilled Help Desk Analyst (Level 1) with proven MSP experience to join our Service Desk. You will be the frontline resource who keeps our multi-client environment running smoothly - handling a substantial daily ticket queue, delivering white-glove support, and building lasting client trust. This is an excellent opportunity for someone eager to grow their IT career within a structured, process-driven MSP.

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Company Intel

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