MSP Help Desk Technician I

Job Title: MSP Help Desk Technician 1Department: Operations / Help Desk ServicesReports To: Service Desk CoordinatorJob Type: Permanent, full-time positionJob Location: Plant City, FLPay Details: Starting at $38,500.00 annually plus bonuses for certificate completionACTS360 is looking for a dedicated MSP Help Desk Technician I to join our team. In this entry-level position, you will be the first point of contact for our clients experiencing IT issues. You will provide technical support for hardware and software, troubleshoot and resolve various technical problems, and deliver top-notch customer service. If you are passionate about technology and eager to help others, this role is a great foundation for your career in IT.To be great at this role, you must be willing to pursue and pass entry level IT certificates including, but not limited to, the CompTIA A+, CompTIA Network+, CompTIA Security+, and the Microsoft AZ900 / MS900.Please Note: This is an active and ongoing job opening. We are continuously seeking talented individuals to join our team. The duration this posting has been open does not reflect the urgency or importance of the position. We encourage all qualified candidates to apply, regardless of the posting date.Responsibilities:Active participation in the Help Desk 1 phone queueProvide first-level contact to end users in a clear and professional mannerCreate and accurately code service ticketsIdentify and redirect urgent tickets to the appropriate resourcesWork through assigned tickets and enter appropriate time entriesTroubleshoot and resolve end user or infrastructure technical issuesFollow up with customers and see problems through to resolutionEnsure proper recording, documentation, and closure of ticket informationMaintain awareness of ongoing issues and be proactive in customer notificationRecommend modifications or improvements to client environmentsProperly escalate unresolved tickets to the next level of supportPreserve and grow your knowledge of Help Desk procedures, products, and servicesOnsite dispatching as needed or directedActive participation in the On Call rotationRequirementsStrong written and verbal communication skillsBasic understanding of computer systems, networks, and troubleshooting techniquesAbility to work independently and as part of a teamCustomer-oriented mindset with a passion for helping othersAbility to lift and install IT equipmentMust be authorized to work in the United StatesIn-office or on-site presence during regular business hours (Monday - Friday, 8 AM - 5 PM)Preferred Qualifications:Previous experience in a customer service or technical support roleCompletion of relevant IT certifications such as A+, Network+, Security+, and / or MS-900Please Note: Successful applicants may be required to undergo a reference and background verification check as part of the interview or onboarding process.BenefitsHealth Care Plan (Medical, Dental & Vision)Retirement Plan (401k, IRA) and MatchingLife Insurance (Basic, Voluntary & AD&D)Paid Time Off (Vacation, Sick & Public Holidays)Training & DevelopmentWe are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.