Technician L1

MSP OPERATIONAL CORP; St. Thomas; On-site; CAD 50,000 - 57,000; Full time

Benefits offered by this job

Benefits package

Dynamic work environment

Wellness day

Growth opportunities

Job summary

MSP Corp is hiring a Help Desk Specialist Level 1 in St. Thomas, Ontario. The role focuses on incident and request handling, delivering fast and courteous service to ensure high user satisfaction.

You will operate on-site, Monday to Friday, 8:00 AM to 5:00 PM, with 40 hours per week and hands-on support across Windows and Mac environments. Ideal candidates have 1–3 years in a help desk environment with a Managed Services provider, strong communication skills, and the ability to work

Qualifications

• 1–3 years experience in a similar position with a Managed Services provider.
• Experience supporting Windows 10/11 and Mac devices.
• Strong knowledge of on-premise Active Directory, EntraID, Office 365 cloud administration, SharePoint, Teams, OneDrive for business, Remote Desktop, VPN.

Responsibilities

• Provide first point of contact for client requests by phone and email, ensuring SLA targets are met.
• Follow-up on tickets and manage lifecycle to defined standards.
• Maintain regular communication with clients for assigned tickets.
• Identify recurring issues and propose improvements to reduce ticket volume.
• Provide technical support for PCs, laptops, Macs and smartphones; troubleshoot, resolve, and escalate issues.
• Coordinate IT onboarding/offboarding including provisioning/deprovisioning of hardware, software, accounts, and licenses.
• Monitor and investigate NOC alerts and prioritize requests by urgency/impact.
• Document SOPs and troubleshooting guides; ensure knowledge is accessible to the team.

Skills

Customer service

Troubleshooting

Communication

Time management

Tools

Windows 10/11

Mac OS

Office 365

SharePoint

Teams

OneDrive for Business

Remote Desktop

VPN

ConnectWise

Job description

Salary Range: $50,000.00 To $57,000.00 Annually

Ready to take your career to the next level? Invest in yourself!

MSP Corp is a dynamic and evolving organization. Our team is energetic and multidisciplinary, performing at the highest levels.We thrive on the diversity of our team and believe that any candidate could be the talent to take us to the next level. We drive technology and performance by providing powerful toolsets, business support and professional services. Our team provides complete, turn-key solutions with one goal in mind — to ensure that we can deliver 100% any day, any time.

As we continue to grow, we are looking for a Help Desk Specialist L1 to join MSP Corp Central’s team.

About the Role

As Help Desk Specialist L1, you will be an integral player for our team. You will be responsible for handling incidents and requests (Level 1 support tickets) to assist customers providing fast, courteous, and efficient service to maintain a high level of user satisfaction. We are looking for a bright, passionate, and motivated Help Desk Analyst - Level 1. This role requires someone with an ambitious nature for continuous learning who has 1-3 years of experience working in a help desk environment with a Managed Services company.

• Schedule: Monday to Friday, 40 hours per week, 8:00am-5:00pm
• Location: St.Thomas, ON
• Work Mode: On-Site

What You Will Do

• Provide first point of contact for all client requests by phone and email ensuring response SLA targets are met
• Follow-up on tickets (requests and incidents) closely with end-users and ensure ticket lifecycle does not exceed defined standard
• Maintain constant communication with clients for assigned tickets
• Identify recurring issues and propose improvements to reduce ticket volume and enhance user experience
• Provide technical support for users and devices (PCs, laptops, Macs, smartphones), including troubleshooting, resolution, and escalation of issues.
• Coordinate IT onboarding and offboarding processes, including provisioning/deprovisioning of hardware, software, account access, and licensing
• Monitor and investigate NOC alerts
• Prioritize and manage multiple requests based on urgency/impact of request
• Perform administration across various applications and systems
• Work closely with other IT team members to ensure the highest possible level of service
• Ensure documentation is regularly updated and accessible, including standard operating procedures and troubleshooting guides

What We Are Looking For

• Minimum 1-3 years experience in a similar position with a Managed Services provider.
• Ability to help users install and configure smartphones (IOS, Android)
• Extensive experience with Windows (10/11) and Mac devices (Desktop and Laptops)
• Strong knowledge of on-premise active directory, EntraID, Office 365 cloud administration, SharePoint, Teams, Onedrive for business, Remote Desktop environments, VPN connections.
• In-depth knowledge of the Microsoft Office applications (Word, Excel, PowerPoint, Outlook)
• Strong knowledge of windows server and associated services such as DNS, DHCP, Print and File services
• Strong interpersonal and communication skills, both verbal and written with the ability to communicate and articulate technical information simply with a customer-first mindset
• Experience with ticketing systems (ConnectWise is an asset)
• Strong analytical and problem-solving skills
• Able to adapt and quickly develop an in-depth technical understanding of new technologies, systems, and applications.
• Strong ability to analyze situations, diagnose problems, and develop and implement solutions
• Ability to prioritize and multi-task several requests in parallel
• Able to work independently or in a team with minimal supervision
• Exceptional time management and self-management skills.
• Self-motivated and directed
• Extremely detail oriented

Why Work at MSP Corp

• Benefits package.
• Dynamic work environment.
• Wellness day.
• Opportunities for growth and training.

Diversity, Equity, and Inclusion

At MSP Corp, we believe that diversity, equity, and inclusion are essential for fostering a healthy and innovative work environment. We are committed to creating a workplace where everyone, regardless of age, gender, ethnicity, sexual orientation, ability, or any other characteristic, feels valued and respected. We encourage applications from individuals of diverse backgrounds and perspectives and ensure a fair and inclusive recruitment process.

Thank you for your interest in this opportunity. We will only contact candidates whose profile closely matches the job requirements.