Help Desk Technician — Growth Path to Tier 2/3 (On‑Site)

1Above Technology LLC; Los Angeles (CA); On-site; CAD 74,000 - 83,000; Full time

Benefits offered by this job

Health, dental, vision

PTO & sick leave

401(k) with match

Certification reimbursement

Clear growth path

Job summary

The Tier 1 Helpdesk Technician at 1Above Technology LLC provides frontline IT support to end users across managed client accounts. You will acknowledge tickets, troubleshoot common issues, document steps, and escalate complex problems per SLA.

This on-site role emphasizes customer service, teamwork, and growth toward Tier 2/3. You’ll work in a fast-paced MSP setting with Windows/macOS, Microsoft 365, and basic networking, building a long-term IT career.

Qualifications

• High school diploma required; IT coursework or Associate degree preferred.
• 1–2 years in technical support, helpdesk, or customer service.
• Working knowledge of Windows and macOS operating systems.
• Familiarity with Microsoft 365 and common business software.
• Basic networking knowledge including VPN and printer setup.
• Basic Active Directory user account management.
• Strong communication and multitasking abilities; detail oriented.
• Ability to report on-site as scheduled and manage multiple tickets.

Responsibilities

• Serve as the first contact for client end users via phone, email, or ticketing system.
• Triage, categorize, and prioritize tickets according to severity and SLA.
• Diagnose and resolve common hardware, software, printer, and connectivity issues.
• Provide remote support using screen-sharing and remote tools.
• Guide non-technical users through step-by-step troubleshooting.
• Reset passwords and handle basic AD/M365 tasks and access provisioning.
• Document all interactions and troubleshooting steps in the ticketing system.
• Escalate complex problems to Tier 2/3 with clear handoff notes.
• Collaborate with senior staff to ensure timely resolutions and continuity.
• Maintain professionalism and adapt to client policies and confidentiality.

Skills

Windows OS

macOS OS

Microsoft 365

Networking basics

Active Directory

Communication skills

Organizational skills

Ticket management

On-site availability

Education

High school diploma

Associate’s degree or IT coursework

Tools

ConnectWise

Datto

NinjaOne

Job description

The Tier 1 Helpdesk Technician at 1Above Technology LLC provides frontline IT support to end users across managed client accounts. You will acknowledge tickets, troubleshoot common issues, document steps, and escalate complex problems per SLA.

This on-site role emphasizes customer service, teamwork, and growth toward Tier 2/3. You’ll work in a fast-paced MSP setting with Windows/macOS, Microsoft 365, and basic networking, building a long-term IT career.