Help Desk Technician I - MSP/MSSP Tech Support

Xtreme Solutions Corporate; Atlanta (GA); On-site; USD 45,000 - 55,000; Full time

Job summary

Xtreme Solutions Inc (XSI) in Atlanta is seeking a Level 1 Help Desk Technician to be the frontline for MSP/MSSP support. You will handle initial intake, triage, troubleshooting, and incident documentation to meet SLAs and security standards.

You will support end users across Windows, macOS, Microsoft 365, and basic network services, provide remote assistance, and escalate issues as needed while upholding a security-first service delivery model.

Qualifications

• 0-2 years in IT support or help desk.
• Certs preferred but not required.
• Strong communication and troubleshooting skills.

Responsibilities

• Serve as the first point of contact for customer support requests via ticketing system, phone, and email.
• Troubleshoot and resolve Level 1 issues related to: User accounts, passwords, MFA; Email/Microsoft 365; Workstations, laptops, mobile devices; Printers, VPN, basic network.
• Provide remote support using XSI-approved tools.
• Create, update and manage support tickets; escalate to Level 2/3 as needed.
• Assist with user onboarding/offboarding and routine maintenance.

Skills

Troubleshooting

Customer service

Communication skills

Problem solving

Education

CompTIA ITF+

CompTIA A+

CompTIA Network+

CompTIA Security+

Microsoft Fundamentals (MD-102)

MS-900

SC-900

Tools

RMM tools

Ticketing systems

Job description

Xtreme Solutions Inc (XSI) in Atlanta is seeking a Level 1 Help Desk Technician to be the frontline for MSP/MSSP support. You will handle initial intake, triage, troubleshooting, and incident documentation to meet SLAs and security standards.

You will support end users across Windows, macOS, Microsoft 365, and basic network services, provide remote assistance, and escalate issues as needed while upholding a security-first service delivery model.