Service Desk Agent

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 a seasoned Service Desk Agent to join our team. This is not a single-client helpdesk role, you will be supporting adiverse portfolio of business clientsacross multiple industries, each with unique environments, technologies, and SLA requirements. The ideal candidate thrives in a high-velocity, multi-tenant support environment, is comfortable context-switching between client accounts, and brings the technical depth to handle complex issues with confidence and professionalism. If you are passionate about delivering white-glove IT support at scale, this role is for you.

What You'll Do

• Deliver support across multiple client accounts via phone, email, and ticketing portal with a strong focus on first-contact resolution

• Triage and manage a high-volume multi-client ticket queue in compliance with client-specific SLAs

• Troubleshoot and resolve advanced issues across endpoints, Microsoft 365 tenants, networking, and business applications

• Monitor RMM alerts and respond proactively to prevent client-impacting incidents

• Handle user onboarding/offboarding, endpoint deployment, policy management, and software updates across client environments

• Maintain accurate, detailed documentation including time entries, resolution notes, and client-specific SOPs in the PSA platform

• Escalate complex issues to senior engineers or vendors with thorough documentation and maintain follow-up through resolution

• Build and maintain strong client relationships as a trusted technical point of contact

Required Technical Skills

• OS:Windows 10/11 and macOS — expert-level, enterprise/domain-joined environments

• Microsoft 365:Multi-tenant management — Exchange Online, SharePoint, Teams, OneDrive, licensing

• Identity Management:Active Directory, Azure AD/Entra ID, MFA, Conditional Access, hybrid environments

• RMM Tools:NinjaRMM, ConnectWise Automate, Datto RMM, Kaseya, or equivalent

• PSA/Ticketing:ConnectWise Manage, Autotask, HaloPSA, or ServiceNow

• Networking:TCP/IP, DNS, DHCP, VPN, firewalls — Meraki, SonicWall, Ubiquiti, or Fortinet experience a plus

• VoIP:8x8, Cisco, or Mitel support and troubleshooting

• Endpoint Security:EDR/AV platforms such as SentinelOne, Huntress, or Webroot

Preferred / Bonus Skills

• Microsoft Intune / Endpoint Manager (multi-tenant)

• Email security — SPF, DKIM, DMARC, Exchange Admin Center

• BDR solutions: Datto, Veeam, Acronis, or Axcient

• PowerShell scripting for automation and user management

• MSP documentation tools: IT Glue or Hudu

• Azure or AWS exposure in SMB environments

Requirements

• 3+ years in an MSP environment— direct MSP experience required

• Strong multitasking ability managing simultaneous client accounts with varying tech stacks

• Excellent written and verbal communication — able to translate technical concepts for non-technical users

• Self-directed and accountable in a fully remote work setting

• Meticulous documentation habits and disciplined time management

• Preferred Certifications:CompTIA A+, Network+, Security+ | Microsoft MD-102, MS-900, AZ-900 | RMM/PSA platform certifications a plus