Onsite Tier 1 Help Desk Tech – MSP, Tampa

Massive IT; Tampa (FL); Vor Ort; USD 45.000 - 55.000; Vollzeit

Benefits dieser Stelle

401(k) matching

Dental insurance

Health insurance

Life insurance

Paid time off

Vision insurance

Zusammenfassung

Massive IT is seeking a motivated Tier 1 Help Desk Technician to join our Tampa, Florida team. You will provide first-level support, troubleshoot Windows 10/11 and Microsoft 365, and assist with user provisioning and onboarding for multiple customer environments.

In this role, you will manage tickets end-to-end, communicate with customers, and escalate complex issues when needed. The position is in-person at our Tampa location, with a strong emphasis on customer service and teamwork.

Qualifikationen

• Two years of IT Help Desk or Desktop Support experience required.
• Strong troubleshooting skills in Windows and Microsoft 365 environments.
• Experience with user account administration and password/MFA support.
• Basic understanding of networking, including DNS, DHCP, TCP/IP, VPN, and Wi-Fi.
• Familiarity with remote support tools and ticketing systems.
• Strong communication and customer service skills.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Excellent organizational skills and attention to detail.
• Tampa, FL 33626 location required; work is in person.

Aufgaben

• Provide first-level technical support via phone, email, and remote access.
• Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, and common business applications.
• Resolve password resets, MFA issues, account lockouts, and user access problems.
• Assist with Microsoft 365 account administration, licensing, and user provisioning.
• Troubleshoot workstation, printer, VPN, network connectivity, and software issues.
• Support employee onboarding and offboarding for our customers.
• Identify and escalation complex technical or security issues when necessary.
• Take ownership of assigned support tickets from start to finish.
• Manage your ticket queue, priorities, and follow-ups independently.
• Respond to and resolve support requests within established SLAs.
• Maintain accurate ticket notes, troubleshooting steps, and time entries.
• Communicate proactively with customers regarding ticket progress.
• Escalate issues appropriately with complete documentation.
• Ensure tickets are properly resolved and closed.
• Work closely with Tier 2 technicians and the Help Desk Lead.
• Follow established Help Desk processes and procedures.
• Identify recurring technical issues and opportunities for improvement.
• Contribute to internal documentation and knowledge base articles.
• Share troubleshooting knowledge with team members.
• Continue developing your technical skills and certifications.

Kenntnisse

Windows troubleshooting

Microsoft 365

Customer service

Ticketing systems

Remote support

Networking basics

Time management

Communication

Ausbildung

CompTIA A+ certification

Microsoft 365 Fundamentals (MS-900)

Tools

PSA tools

RMM tools

Jobbeschreibung

Massive IT is seeking a motivated Tier 1 Help Desk Technician to join our Tampa, Florida team. You will provide first-level support, troubleshoot Windows 10/11 and Microsoft 365, and assist with user provisioning and onboarding for multiple customer environments.

In this role, you will manage tickets end-to-end, communicate with customers, and escalate complex issues when needed. The position is in-person at our Tampa location, with a strong emphasis on customer service and teamwork.