MSP IT Help Desk Technician — Multi-Client Support

Ford; Connellsville (Fayette County); Hybrid; USD 38,000 - 48,000; Full time

Benefits offered by this job

401(k) with company match

Bereavement Leave

Vacation Benefits

Holidays

Medical, Dental, and Vision Insurance

Life Insurance

Job summary

Ford Office Technologies, headquartered in Connellsville, PA, is seeking an IT Help Desk Technician to serve as the first point of contact for client IT support, including user accounts, workstations, printers, and Microsoft 365 issues across multiple client environments.

The role emphasizes strong communication, documentation, and customer service, with opportunities to escalate to Tier 2/3 and to contribute to process improvements within a growing MSP.

Qualifications

• Strong customer service and communication skills.
• Basic understanding of Windows workstations, Microsoft 365, printers, mobile devices, password management.
• Ability to manage multiple open tickets with accuracy and professionalism.
• Comfortable working in an MSP environment supporting multiple clients and priorities.

Responsibilities

• Serve as the initial contact for incoming client support requests by phone, email, and the ticketing system.
• Create, review, categorize, prioritize, and manage support tickets with accurate documentation.
• Provide basic troubleshooting for common IT issues and user access problems.
• Set up new user accounts and related access requests according to procedures.
• Escalate complex issues to Tier 2/3 with notes and troubleshooting performed.
• Maintain ownership of tickets with timely updates and follow-through to resolution.
• Follow documented help desk procedures and contribute to process improvements.

Job description

Ford Office Technologies, headquartered in Connellsville, PA, is seeking an IT Help Desk Technician to serve as the first point of contact for client IT support, including user accounts, workstations, printers, and Microsoft 365 issues across multiple client environments.

The role emphasizes strong communication, documentation, and customer service, with opportunities to escalate to Tier 2/3 and to contribute to process improvements within a growing MSP.