MSP Service Desk Agent

Cloud5 Communications; Chesterfield (MO); On-site; USD 35,000 - 45,000; Full time

Job summary

A leading technology company is seeking a Tier 1 MSP Service Desk Agent to deliver 24/7 technical support to hotel staff. This entry-level role requires problem-solving skills and excellent communication abilities. Candidates should have a high school diploma and some experience in customer service or IT support. Full-time position with varying shifts in a dynamic hospitality environment.

Qualifications

• 1–2 years of experience in technical support or customer service.
• Strong problem-solving and analytical abilities.
• Working knowledge of hotel/IT service environments preferred.

Responsibilities

• Delivering first-line technical support to hotel staff via phone, email, and ticketing systems.
• Troubleshooting and resolving IT issues related to workstations and printers.
• Logging all support interactions clearly in the ticketing system.

Skills

Problem-solving abilities

Written communication

Verbal communication

Microsoft Office Suite proficiency

Education

High school diploma

Post-secondary education in IT

Tools

Ticketing systems

Remote access tools

Job description

Overview

ROLE SUMMARY:

Cloud5’s Managed Services division provides 24/7 service desk solutions tailored to the hospitality industry. This role serves as the first point of contact for hotel staff seeking technical support. The Tier 1 MSP Service Desk Agent is responsible for troubleshooting and resolving a wide range of front-line IT issues—including workstation problems, printer malfunctions, password resets, email administration, and coordinating with hotel technology vendors.

Agents are expected to provide thoughtful, solutions-oriented support while maintaining professionalism, empathy, and humility in every interaction.

Responsibilities

• Delivering first-line technical support to hotel staff via phone, email, and ticketing systems.
• Troubleshooting and resolving issues related to workstations, printers, internet connectivity, password resets, email accounts, and user access.
• Engaging with third-party vendors as needed to escalate and resolve issues.
• Logging all support interactions clearly and thoroughly in the ticketing system.
• Escalating unresolved or complex issues to Tier 2 or appropriate internal teams following defined procedures.
• Participating in ongoing training and knowledge sharing to stay current with tools and systems.
• Supporting special or ad-hoc projects as assigned.

Qualifications

• High school diploma or equivalent (post-secondary education in IT preferred).
• 1–2 years of experience in technical support or customer service.
• Strong problem-solving and analytical abilities.
• Excellent written and verbal communication skills.
• Proficiency in Microsoft Office Suite and common support tools (e.g., ticketing systems, remote access tools).
• Experience in hospitality, call centers, or IT service desks is considered an asset.
• Relevant technical certifications (e.g., CompTIA A+, ITIL Foundation, HDI Support Center Analyst) are preferred.
• Ability to work independently and collaboratively in a fast-paced, customer-focused environment.
• Flexibility to work varying shifts, including evenings, weekends, and holidays, as part of a 24/7 schedule.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Customer Service and Information Technology

Industries

• Technology, Information and Internet and Hospitality

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