MSP Helpdesk Technician – Frontline IT Support

Reflex Networking

California

Remote

USD 42,000 - 65,000

Full time

13 hours ago

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Job summary

Reflex Networking is seeking a client-focused helpdesk specialist to provide remote technical support across our MSP portfolio. You will troubleshoot day-to-day issues, document interactions, and manage tickets from intake to resolution.

Candidates should be proficient with Windows/Mac, Microsoft 365, Google Workspace, and basic networking concepts, and comfortable communicating with non-technical users. This role emphasizes reliability, ownership, and delivering a friendly, professional support

Qualifications

3+ years in a helpdesk, desktop, or technical support role, preferably in MSP
Experience supporting multiple clients or accounts
Strong customer-service orientation and clear communication with technical/non-technical users
Experience with Windows and/or Mac, MS 365 apps, and common hardware issues
Familiarity with Google Workspace and Azure AD/Entra ID administration
Basic networking knowledge: DNS, DHCP, VPN, Wi‑Fi

Responsibilities

Serve as the first point of contact for end users needing remote assistance
Research, resolve, and respond to inquiries promptly, exceed SLA expectations
Manage assigned tickets from intake through resolution
Document all customer interactions and troubleshooting steps
Escalate requests when appropriate and maintain a high level of client satisfaction