Service Desk Technician

Bg Prevent; Las Vegas (NV); Hybrid; USD 48,000 - 64,000; Full time

Benefits offered by this job

Health Care Plan (Medical, Dental &amp

Retirement Plan (401k, IRA)

Training & Development

Work From Home

Wellness Resources

Job summary

Bg Prevent is seeking a Service Desk Technician to join our MSP team and deliver Tier 1 support across client environments. You will handle incidents via multiple channels, assist with Windows/macOS, and support Microsoft 365 apps with strong documentation and SLA adherence.

The ideal candidate has 1–3 years MSP experience, familiarity with Intune/Addigy/Jamf, and solid AD/Entra ID and networking basics to resolve issues efficiently.

Qualifications

• 1–3 years in a service desk or MSP environment.
• Strong working knowledge of Windows and macOS.
• Experience with Microsoft 365 environment administration.
• Hands-on with Intune and/or Addigy/Jamf.
• Active Directory and Entra ID administration.
• Networking basics (TCP/IP, DNS, DHCP, VPN).
• Familiarity with ConnectWise, Autotask or NinjaOne.
• Exposure to endpoint security tools and email security platforms.

Responsibilities

• Serve as first contact for incidents and requests via phone, chat, email, and ticketing.
• Provide remote support across Windows and macOS environments.
• Troubleshoot hardware, software, and peripheral issues.
• Support Microsoft 365 including Exchange Online, Teams, SharePoint, OneDrive.
• Manage device enrollment and policy deployment with MDM/RMM tools.
• Assist with AD/Entra ID administration and access troubleshooting.
• Log and categorize incidents in PSA/ITSM systems with accurate details.

Skills

Windows OS

macOS

Customer service

Education

CompTIA A+

Network+

MS-900

MD-102

AZ-900

ITIL Foundation

Tools

Intune

Addigy

Jamf

Active Directory

Entra ID

ConnectWise

Autotask

NinjaOne

Job description

The Service Desk Technician provides Tier 1 frontline technical support to multiple client environments. This role supports a wide range of technologies across diverse industries and is responsible for resolving moderately complex technical issues while delivering exceptional customer service. The ideal candidate thrives in a fast-paced MSP environment, can manage competing priorities, and maintains strong documentation and communication standards.

You Know How To:

Serve as the first point of contact for incidents and service requests via phone, chat, email, and ticketing system.

Provide remote technical support to multiple client environments across Windows and macOS platforms.

Troubleshoot and resolve moderately complex hardware, software, and peripheral issues.

Support Microsoft 365 environments including Exchange Online, Teams, SharePoint, and OneDrive.

Perform Exchange diagnostics including message tracing, mailbox permissions management, and mail flow analysis.

Support line-of-business applications, remote access tools, and collaboration platforms across various client infrastructures.

Diagnose and resolve workstation performance issues, operating system errors, and application conflicts.

Support MFA configuration, conditional access troubleshooting, and secure account recovery processes.

Manage device enrollment, configuration, and compliance using Microsoft Intune, Addigy, Jamf, or other RMM/MDM tools.

Assist with deployment of policies, software packages, and configuration changes across client environments.

Perform account administration within Active Directory and Entra ID, including permissions management and access troubleshooting.

Provide intermediate networking support including DNS, DHCP, VPN connectivity, and basic routing issues.

Support remote monitoring and management (RMM) platforms to proactively identify and remediate issues.

Manage a ticket queue across multiple clients while adhering to defined SLAs and response targets.

Accurately log, categorize, prioritize, and document all incidents in the PSA/ITSM platform (e.g., ConnectWise, Autotask, ServiceNow).

Perform thorough troubleshooting to identify and resolve issues before closure or reassignment.

Identify incidents requiring escalation and route them appropriately to Tier 2 or Tier 3 teams.

Review Entra ID sign-in logs and investigate suspicious login activity or account lockouts.

Assist with endpoint security tools including antivirus, EDR, and email security platforms.

Support remediation efforts following documented security procedures.

Maintain adherence to client-specific compliance requirements and data protection standards.

Deliver professional, high-quality support while representing the MSP brand.

Communicate technical findings and solutions clearly to both technical and non-technical stakeholders.

Provide timely updates on open issues and manage client expectations effectively.

Build strong working relationships with client contacts through consistent and reliable service delivery.

Requirements

Knowledge/Experience:

1–3 years of experience in a service desk or Managed Service Provider (MSP) environment, with MSP experience preferred.

Strong working knowledge of Windows and macOS operating systems.

Experience supporting Microsoft 365 environments including Exchange Online administration.

Hands-on experience with Intune and/or Apple device management tools (Addigy, Jamf).

Experience with Active Directory and Entra ID administration.

Working knowledge of networking fundamentals (TCP/IP, DNS, DHCP, VPN).

Familiarity with RMM and PSA tools such as ConnectWise, Autotask, NinjaOne, or similar platforms.

Exposure to endpoint security tools and email security platforms.

One or all of the following certifications is highly desirable:

CompTIA A+ and Network+

Microsoft 365 Fundamentals (MS-900)

Modern Desktop Administrator Associate (MD-102)

Azure Fundamentals (AZ-900)

ITIL Foundation

Vendor certifications related to firewall, security, or RMM platforms (a plus)

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA)
• Training & Development
• Work From Home
• Wellness Resources