Level 1.5 Service Desk Technician
Salary: $1,300 per month
Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD)
Work Arrangement: Fully Remote (Work From Home)
Salary: $1,300 Monthly
Employer: An MSP company located in Burbank, California, USA
Benefits:
13th Month Pay
HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
Personal Time Off (After a 90-day probationary period)
Click here to apply: https://www.careers-page.com/hirearchi/job/7X57YYY3
About the role
We are seeking an experienced Service Desk Technician with strong technical troubleshooting and problem-solving skills to support a diverse portfolio of business clients. This is more than a traditional L1 helpdesk role. Our clients operate in complex IT environments involving Microsoft 365, enterprise applications, ERP systems, networking, endpoints, and other business-critical technologies. The ideal candidate is resourceful, analytical, and comfortable working independently. You should be able to investigate issues beyond basic troubleshooting procedures, effectively use KBs and SOPs, and determine the appropriate solution or escalation path.
Key responsibilities
Provide L1/L2 technical support through phone, email, and ticketing systems
Troubleshoot and resolve issues involving Windows/macOS, Microsoft 365, endpoints, networking, identity management, and business applications
Support applications such as ERP, CRM, accounting, HR, engineering, and other business systems
Investigate unfamiliar or complex technical issues using KBs, SOPs, documentation, and other available resources
Manage user accounts, permissions, onboarding/offboarding, and application access
Monitor and respond to RMM alerts and proactively address potential issues
Maintain accurate ticket documentation, troubleshooting notes, and resolution details
Escalate issues appropriately while providing complete troubleshooting information and maintaining ownership through resolution
Work across multiple client environments while meeting SLA and quality expectations
About you
3+ years of Service Desk/Help Desk experience; MSP experience strongly preferred
Experience providing support beyond basic password resets, account administration, and standardized L1 procedures
Strong troubleshooting, analytical, and problem-solving skills
Ability to independently investigate issues and identify appropriate next steps
Comfortable learning and supporting unfamiliar applications and technologies
Strong experience with Microsoft 365, Active Directory/Entra ID, Windows, networking, and endpoint support
Experience with RMM and PSA/ticketing platforms
Experience with AutoCad
Strong written and verbal communication skills
Excellent documentation, time management, and multitasking skills
Benefits
13th Month Pay
HMO & Govt. Contribution Allowance on top of the salary (After a 90-day probationary period)
Personal Time Off (After a 90-day probationary period)
About us
An MSP company located in Burbank, California, USA