Tier 1-2 Helpdesk Technicians with Dispatcher responsibilities

Job Description Tier 1–2 Helpdesk Technician / Dispatcher – Tech: This is the way...We’re looking to add a Tier 1–2 Helpdesk Technicians with Dispatcher responsibilities to our managed services team. As one of the leading and fastest-growing managed services providers in Orange and LA Counties, we pride ourselves on being forward-thinking and cyber-focused in everything we do. We seek team members who are passionate about cybersecurity and AI and are eager to contribute to a dynamic, security-driven environment.This role blends hands-on technical support with ticket triage and dispatch ownership, ensuring our helpdesk runs efficiently and our clients receive timely, high-quality service.This position will perform the items below—plus many others!Technical Support & OperationsDaily helpdesk calls, chat and email interactions with clients regarding support. You will triage and dispatch tickets using our state-of-the-art AI support system.Interfacing with both executive teams and end users for technical supportPC deployments and hardware provisioningRDS session managementUse state-of-the-art MSP tools for systems managementPersonnel onboarding and offboardingOffice 365 administration and end-user supportDispatcher / Ticket Triage ResponsibilitiesServe as the primary dispatcher, triaging incoming tickets and requestsOne of the team members pushing automation through AI for the ticketing process.Ensure tickets are accurately categorized, prioritized, and documentedAssign tickets to the appropriate technician based on urgency, skillset, and SLAMonitor ticket queues to ensure nothing is stale, unassigned, or overdueFollow up on tickets to confirm progress, updates, and resolution timelinesMaintain ticket quality standards (clear notes, proper status, accurate resolution details)Act as the first line of coordination between technicians, clients, and leadershipWe’re looking for techs with strong communication skills, a problem-solving mindset, and a positive attitude—team players who enjoy helping others and want to make a meaningful impact. Organization, accountability, and attention to detail are critical for success in this role. A desire to make a difference through automation and AI is a definite plus!Who You AreExperience working at a Managed Services Provider (MSP) is strongly preferredOffice 365 experience is requiredHelpdesk technicians from internal IT teams are welcome and encouraged to applyComfortable owning both technical tickets and ticket flow/processProactive, dependable, and willing to step in where neededWe’re looking for someone eager to grow beyond ticket resolution—someone who wants to own processes, improve workflows, and master new technologies. Success here isn’t just about closing tickets; it’s about working together and giving excellent support to our clients. We are all focused on helping businesses prevent and be prepared for a cyber-attack-that's our mission!If you’re excited to join a high-performing team that values quality, culture, rapid learning, and support, send your resume and a cover letter highlighting a few of the helpdesk moment you are most stoked about.Spots are going fast—apply to H&D Technologies today. Remember... This is the way!Company DescriptionAt H&D Technologies, we’re more than just a Cybersecurity and IT Managed Services firm—we’re a team of passionate professionals committed to delivering technical excellence and outstanding service to small and mid-sized businesses across Orange County, CA. Our mission is to make every business we encounter cyber competent-better able to both prevent and be prepared for a cyber-attack. With over 30 years of industry experience, we’ve built a reputation for innovation, reliability, and a people-first approach. Our workplace is inclusive, flexible, and collaborative, where every voice matters and employees actively shape the direction of the company.We believe in investing in our team’s growth, offering opportunities to learn, lead, and make a real impact. If you're looking for a dynamic environment where your ideas are valued and your career can thrive, H&D Technologies would be the perfect fit.Company DescriptionAt H&D Technologies, we’re more than just a Cybersecurity and IT Managed Services firm—we’re a team of passionate professionals committed to delivering technical excellence and outstanding service to small and mid-sized businesses across Orange County, CA. Our mission is to make every business we encounter cyber competent-better able to both prevent and be prepared for a cyber-attack. With over 30 years of industry experience, we’ve built a reputation for innovation, reliability, and a people-first approach. Our workplace is inclusive, flexible, and collaborative, where every voice matters and employees actively shape the direction of the company. We believe in investing in our team’s growth, offering opportunities to learn, lead, and make a real impact. If you're looking for a dynamic environment where your ideas are valued and your career can thrive, H&D Technologies would be the perfect fit.