MSP - Service Desk Specialist I

Preferred Business Systems, Inc.; Whippany (NJ); On-site; USD 45,000 - 65,000; Full time

Job summary

Preferred Business Systems, Inc. in Whippany, NJ is seeking a Service Desk Specialist I to join our hands-on IT team. You will provide frontline support, performing Level 1 triage and collaborating with Level 2 escalation to resolve client issues efficiently.

You will grow technical skills across Windows, Microsoft 365, and basic networking while delivering strong customer service and maintaining detailed ticket records in our SLA-driven environment.

Qualifications

• 1–3 years of MSP or IT support experience.
• Strong customer service and communication skills.
• Growing proficiency in Level 2 troubleshooting.

Responsibilities

• Provide frontline remote/phone support for end-user issues.
• Own tickets from intake to resolution for Level 1 and moderate Level 2 issues.
• Document troubleshooting steps and maintain ticket quality.
• Escalate to Level 2 with clear handoff notes.

Skills

Windows troubleshooting

Microsoft 365 support

Hardware diagnostics

Basic networking

Active Directory basics

Ticketing systems

Tools

MS Intune

HaloPSA

Job description

About Preferred Business Systems

We're a growing Managed Service Provider (MSP) based in Whippany, NJ, delivering hands‑on IT support, network management, and cloud solutions to a diverse client base across the region. We're not a help desk churn‑and‑burn shop — we're a tight‑knit team that invests in our people, promotes from within, and gives technicians real ownership of their client relationships.

Position Summary

The Service Desk Specialist I is a developing technical contributor within our MSP responsible for providing frontline support while bridging the gap between Level 1 triage and Level 2 escalation. This role is hands‑on and support‑focused, combining strong customer service skills with growing technical proficiency.

The ideal candidate has mastered core Level 1 responsibilities and is building deeper troubleshooting capabilities across endpoints, Microsoft 365, and basic networking. This individual plays a key role in resolving moderately complex issues, improving first‑contact resolution rates, and ensuring a seamless support experience for clients.

Key Responsibilities

Service Desk Support & Incident Handling

• Provide responsive remote support for end‑user issues via phone, email, and ticketing system.
• Own tickets from intake through resolution for Level 1 and moderate Level 2‑type issues.
• Perform structured troubleshooting, root cause analysis, and clear documentation.
• Escalate appropriately when issues exceed scope, including detailed handoff notes.

Endpoint & User Support

• Diagnosing and resolving issues involving:
• Windows and macOS devices
• Printers and peripheral devices
• Basic performance and application errors
• Support software installations, updates, and patching.
• Assist with workstation provisioning, imaging, and deployments.

Microsoft 365 & Cloud Support

• Provide support for:
• User account administration (password resets, lockouts, MFA)
• Outlook and Exchange Online issues
• Teams and OneDrive troubleshooting
• Assist with license assignments and basic policy enforcement.
• Troubleshoot authentication, sync, and profile‑related problems.

Basic Networking & Infrastructure Support

• Troubleshoot common connectivity issues:
• Wi‑Fi / LAN access
• VPN connectivity
• DNS / DHCP‑related problems
• Assist with firewall, switch, and AP troubleshooting under guidance.
• Identify patterns indicating broader infrastructure problems.

Documentation & Ticket Quality

• Maintain accurate, detailed ticket notes and resolution summaries.
• Contribute to internal knowledge base articles and SOP improvements.
• Follow established workflows, SLAs, and escalation procedures.

Collaboration & Skill Development

• Collaborate with Level 1 and Level 2 technicians on shared tickets.
• Seek mentorship and actively develop technical skills.
• Stay current on tools, client environments, and MSP best practices.

Requirements

Required Qualifications

• 1–3 years of experience in an MSP or IT support environment.
• Skill level beyond entry‑level helpdesk; progressing toward Level 2 capabilities.
• Strong hands‑on experience with:
• Windows desktop troubleshooting
• Microsoft 365 user support
• Hardware & peripheral diagnostics
• Solid understanding of:
• Basic networking (TCP/IP, DNS, DHCP, VPN)
• Active Directory / Entra ID fundamentals
• Ticketing systems and SLA‑driven workflows
• Strong customer service, communication, and time management skills.
• Ability to manage multiple tickets while maintaining quality and responsiveness.

Preferred Qualifications

• Experience with:
• RMM tools and remote support platforms
• Microsoft Intune or endpoint management tools
• Basic PowerShell or scripting exposure
• Familiarity with PSA platforms (e.g., HaloPSA).
• Entry‑level certifications (or pursuing):
• CompTIA A+, Network+, or Microsoft fundamentals
• Experience handling escalations or advanced troubleshooting scenarios.

What Success Looks Like in This Role

• Consistently resolves tickets beyond basic triage with minimal escalation.
• Demonstrates strong ticket hygiene and documentation quality.
• Improves first‑contact resolution and client satisfaction metrics.
• Identifies recurring issues and contributes to preventative solutions.
• Shows measurable growth toward Level 2 technical competency.