Help Desk Technician L1 – MSP

Bowman Williams; Fair Lawn (NJ); Hybrid; USD 40,000 - 55,000; Full time

Job summary

Bowman Williams is seeking a Help Desk Technician L1 in Northern New Jersey for a fast-growing MSP. The role offers a hybrid schedule (4 days onsite / 1 day remote) with a path to Level 2 engineering through formal onboarding, mentorship, and certification support.

Ideal candidates will have 1–2+ years of IT support, hands-on Microsoft 365 and Active Directory experience, and familiarity with Entra ID and Group Policy. There is substantial ticket work and growth potential in a collaborative team.

Qualifications

• 1-2+ years IT support experience preferred.
• MSP or fast-paced Help Desk experience preferred.
• Hands-on experience with Microsoft 365 and Active Directory.
• Familiarity with Entra ID and Group Policy.
• Basic Windows Server support experience.
• Experience with workstation deployments and rollouts.
• Foundational networking knowledge, including DNS, DHCP, SMB, and basic connectivity troubleshooting.
• Exposure to PSA, RMM, and/or Intune platforms is a plus.
• Strong troubleshooting and problem-solving ability.
• Strong organizational, documentation, and time-management skills.
• Ability to take ownership of issues and work effectively within a team.
• High school diploma or higher.
• Certifications are not required.

Responsibilities

• Serve as the first point of contact for client support requests via phone and email.
• Troubleshoot and resolve workstation, login, password, MFA, and common application issues.
• Manage basic user administration within Active Directory and Entra ID.
• Support Microsoft 365, including permissions, licensing, and distribution lists.
• Perform workstation deployments, configurations, and troubleshooting.
• Troubleshoot Microsoft Office, Adobe, and other common business applications.
• Configure and troubleshoot network printers, including scan-to-email and scan-to-folder.
• Troubleshoot basic Wi-Fi, DNS, DHCP, and network connectivity issues.
• Utilize PSA and RMM platforms to manage tickets, monitor alerts, and support client devices.
• Use Microsoft Intune to review devices, run scripts, and check compliance.
• Maintain accurate ticket notes and technical documentation.
• Properly elevate advanced networking, server, security, and infrastructure issues to L2/L3 engineers.
• Work toward independently managing approximately 8-12+ tickets per day after training.

Skills

IT support

Troubleshooting

Time management

Documentation

Teamwork

Education

High school diploma or higher

Tools

Microsoft 365

Active Directory

Entra ID

Group Policy

DNS / DHCP basics

Intune

PSA / RMM platforms

Windows Server (basic)

Job description

• Compensation: $40,000-$55,000 base + bonus


• Schedule: Hybrid - 4 days onsite / 1 day remote


• Employment: Full-Time, Direct Hire

Overview

A fast-growing Managed Service Provider in Northern New Jersey is seeking a Help Desk Technician L1 to join its expanding Service Desk team. The company supports mid-sized businesses throughout New York City and Northern New Jersey and has experienced significant year-over-year growth.

This is an excellent opportunity for an early-career IT professional who already has a solid technical foundation and wants a structured path into Level 2 engineering. The company provides formal onboarding, senior-engineer mentorship, certification support, and increasing technical responsibility as you progress.

Responsibilities

• Serve as the first point of contact for client support requests via phone and email.


• Troubleshoot and resolve workstation, login, password, MFA, and common application issues.


• Manage basic user administration within Active Directory and Entra ID.


• Support Microsoft 365, including permissions, licensing, and distribution lists.


• Perform workstation deployments, configurations, and troubleshooting.


• Troubleshoot Microsoft Office, Adobe, and other common business applications.


• Configure and troubleshoot network printers, including scan-to-email and scan-to-folder.


• Troubleshoot basic Wi-Fi, DNS, DHCP, and network connectivity issues.


• Utilize PSA and RMM platforms to manage tickets, monitor alerts, and support client devices.


• Use Microsoft Intune to review devices, run scripts, and check compliance.


• Maintain accurate ticket notes and technical documentation.


• Properly elevate advanced networking, server, security, and infrastructure issues to L2/L3 engineers.


• Work toward independently managing approximately 8-12+ tickets per day after completing the initial training period.

Qualifications

• 1-2+ years of IT support experience preferred.


• MSP or fast-paced corporate Help Desk experience strongly preferred.


• Hands-on experience with Microsoft 365 and Active Directory.


• Familiarity with Entra ID and Group Policy.


• Basic Windows Server support experience.


• Experience with workstation deployments and rollouts.


• Foundational networking knowledge, including DNS, DHCP, SMB, and basic connectivity troubleshooting.


• Exposure to PSA, RMM, and/or Intune platforms is a plus.


• Strong troubleshooting and problem-solving ability.


• Strong organizational, documentation, and time-management skills.


• Ability to take ownership of issues and work effectively within a team.


• High school diploma or higher.


• Certifications are not required.

90-Day Ramp-Up

Weeks 1-4:

Structured technical training, shadowing senior engineers, and learning client environments and internal processes.

Week 6+:

Begin independently owning the support queue, handling approximately 8-12+ tickets per day while continuing to receive mentorship and escalation support from L2/L3 engineers.