Level 1.5 Service Desk Technician

Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD)

Work Arrangement: Fully Remote (Work From Home)

Salary: $1,300 Monthly

Employer: An MSP company located in Burbank, California, USA

Position Overview

We are seeking an experienced Service Desk Technician with strong technical troubleshooting and problem-solving skills to support a diverse portfolio of business clients.

This is more than a traditional L1 helpdesk role. Our clients operate in complex IT environments involving Microsoft 365, enterprise applications, ERP systems, networking, endpoints, and other business-critical technologies.

The ideal candidate is resourceful, analytical, and comfortable working independently. You should be able to investigate issues beyond basic troubleshooting procedures, effectively use KBs and SOPs, and determine the appropriate solution or escalation path.

What You'll Do

• Provide L1/L2 technical support through phone, email, and ticketing systems.

• Troubleshoot and resolve issues involving Windows/macOS, Microsoft 365, endpoints, networking, identity management, and business applications.

• Support applications such as ERP, CRM, accounting, HR, engineering, and other business systems.

• Investigate unfamiliar or complex technical issues using KBs, SOPs, documentation, and other available resources.

• Manage user accounts, permissions, onboarding/offboarding, and application access.

• Monitor and respond to RMM alerts and proactively address potential issues.

• Maintain accurate ticket documentation, troubleshooting notes, and resolution details.

• Escalate issues appropriately while providing complete troubleshooting information and maintaining ownership through resolution.

• Work across multiple client environments while meeting SLA and quality expectations.

What We're Looking For

• 3+ years of Service Desk/Help Desk experience; MSP experience strongly preferred.

• Experience providing support beyond basic password resets, account administration, and standardized L1 procedures.

• Strong troubleshooting, analytical, and problem-solving skills.

• Ability to independently investigate issues and identify appropriate next steps.

• Comfortable learning and supporting unfamiliar applications and technologies.

• Strong experience with Microsoft 365, Active Directory/Entra ID, Windows, networking, and endpoint support.

• Experience with RMM and PSA/ticketing platforms.

• Experience with AutoCad.

• Strong written and verbal communication skills.

• Excellent documentation, time management, and multitasking skills.

• Self-directed and accountable in a remote work environment.

Preferred Experience

• Enterprise or complex IT environments

• ERP, CRM, accounting, HR, or engineering applications

• Microsoft Intune

• PowerShell

• Endpoint security and RMM platforms

• Networking and VPN troubleshooting

• Relevant IT certifications such as CompTIA A+/Network+/Security+ or Microsoft certifications

What Will Make You Successful

We're looking for someone who doesn't simply follow a troubleshooting script.

You should be able to think through problems, research solutions, use available resources effectively, learn new systems quickly, and take ownership of an issue until it is resolved or appropriately escalated.