Help Desk I

Harbor IT; United States; Remote; USD 38,000 - 50,000; Full time

Benefits offered by this job

Competitive base salary

Health, dental, and vision insurance

401(k) with company match

Job summary

Harbor IT is seeking an entry-level Help Desk I Technician to join our MSP team in the United States. You will serve as the first point of contact, assist end users, and resolve basic hardware, software, and network issues with a customer-focused attitude.

You’ll learn across Windows 10/11, Microsoft 365, and Active Directory while supporting multiple clients. This role emphasizes growth, teamwork, and ongoing training in a fast-paced IT services firm.

Qualifications

• Associate degree or equivalent technical training in Information Technology or related field preferred.
• 1–2 years IT support or service desk experience (internship or entry-level MSP experience a plus).
• Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals preferred.

Responsibilities

• Respond promptly to help desk tickets via phone, email, and remote sessions.
• Troubleshoot basic issues related to Windows OS, Microsoft 365, and endpoints.
• Assist with password resets, account setup, and AD/MFA access.
• Escalate complex issues to higher-level support as needed.
• Log and track incidents in the ticketing system with documentation.
• Support routine maintenance tasks like software updates and antivirus checks.
• Maintain communication with users to ensure satisfaction.
• Participate in team meetings and ongoing technical training.

Skills

Foundational IT knowledge

Microsoft 365

Windows 10/11

Active Directory

Problem-solving

Communication

Customer service

Learning mindset

Security-conscious

Education

Associate degree in IT or related field

CompTIA A+ or Network+ certificate

Microsoft Fundamentals certificate

Tools

Active Directory tooling

Office 365 admin tools

Remote session tools

Job description

Position Overview

The Help Desk I Technician serves as the first point of contact for customer support issues across multiple clients. You’ll assist end users with troubleshooting and resolving basic hardware, software, and network problems while maintaining a professional, customer-focused attitude. This entry-level position is ideal for someone passionate about technology and eager to learn in a fast-paced MSP environment.

Key Responsibilities

• Respond promptly to help desk tickets and incoming support requests via phone, email, and remote session tools.
• Troubleshoot and resolve basic issues related to Windows operating systems, Microsoft Office 365, and endpoint devices.
• Assist with password resets, account setup, and user access issues (Active Directory, MFA, etc.).
• Escalate complex issues to higher-level support when necessary.
• Log and track all incidents in the ticketing system with accurate documentation.
• Support routine maintenance tasks such as software updates, antivirus checks, and system monitoring.
• Maintain strong communication and follow-up with users to ensure satisfaction.
• Participate in team meetings and ongoing technical training.

Qualifications & Skills:

• Foundational knowledge of computer hardware, software, and networking concepts.
• Familiarity with Microsoft 365, Windows 10/11, and Active Directory environments.
• Excellent problem-solving, communication, and customer service skills.
• Strong desire to learn and grow within an MSP setting.
• Security-conscious mindset and attention to detail.

Education & Experience:

• Associate degree or equivalent technical training in Information Technology or a related field preferred.
• 1–2 years of IT support or service desk experience (internship or entry-level MSP experience a plus).
• Industry certifications such as CompTIA A+, Network+, or Microsoft Fundamentals preferred.

Work Environment:

• Collaborative team culture with mentorship and career advancement opportunities.
• Exposure to multiple client environments and evolving technologies.

Benefits:

• Competitive base salary commensurate with experience
• Health, dental, and vision insurance
• 401(k) with company match