Security-Focused Help Desk Technician I

Xtreme Solutions, Inc.; Atlanta (GA); Presencial; USD 45.000 - 55.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Exposure to MSP/MSSP operations

Certifications and career growth

Collaborative, security-focused team

Descripción de la vacante

Xtreme Solutions Inc (XSI) in Atlanta is seeking a Level 1 Help Desk Technician to deliver frontline IT and cybersecurity support for MSP/MSSP customers. You will handle intake, triage, troubleshooting, and incident documentation while ensuring issues are resolved per SLAs and security standards.

This role emphasizes customer service, security-minded operations, and collaboration with Level 2/3 engineers to maintain environments and support proactive, secure service delivery.

Formación

• 1-3 years in IT support, help desk, or technical customer service.
• Certifications listed: CompTIA ITF+, A+, Network+, or Security+ and Microsoft Fundamentals (MD-102, MS-900, SC-900).
• Familiarity with Microsoft 365 administration and security concepts.

Responsabilidades

• Serve as the first point of contact for customer support requests via ticketing system, phone, and email.
• Troubleshoot and resolve Level 1 issues related to: user accounts, passwords, and MFA; Email and Microsoft 365; Workstations, laptops, and mobile devices; Printers, VPN access, and basic network connectivity.
• Provide remote support using approved RMM and remote access tools.
• Follow documented runbooks, SOPs, and security guidelines.
• Create, update, and manage support tickets with accurate documentation, actions taken, and resolution details.
• Escalate unresolved or complex issues to Level 2 or Level 3 engineers following escalation procedures.
• Assist with user onboarding and offboarding, including device setup, access provisioning, and account deactivation.
• Support routine maintenance tasks such as patching, endpoint health checks, and system monitoring.
• Respond to basic security alerts and events in accordance with security procedures.
• Assist with account lockouts, suspicious login activity, and endpoint security notifications.

Conocimientos

Windows OS

macOS

Microsoft 365

Networking basics

Security concepts

Herramientas

Ticketing systems

Remote support tools

Descripción del empleo

Xtreme Solutions Inc (XSI) in Atlanta is seeking a Level 1 Help Desk Technician to deliver frontline IT and cybersecurity support for MSP/MSSP customers. You will handle intake, triage, troubleshooting, and incident documentation while ensuring issues are resolved per SLAs and security standards.

This role emphasizes customer service, security-minded operations, and collaboration with Level 2/3 engineers to maintain environments and support proactive, secure service delivery.