Service Desk Technician L1/L2

Service Desk Technician (L1/L2)
Job Type: Part-Time (will grow to full-time)

About the Role

You're the daily heartbeat of client support. You own the ticket queue, work within a clear SLA matrix, and handle the standard changes that keep client environments running new users, printer mapping, profile fixes, and more. During the first 510 business days of a new client's onboarding, you'll also work the hypercare queue, providing elevated, responsive support while they get settled in.

This role is a great fit for a technician who likes variety, moves fast, and takes pride in closing tickets the right way the first time.

What You'll Do

• Manage the daily ticket queue in the PSA in accordance with SLA targets
• Perform triage on incoming requests: categorize, prioritize, and route appropriately
• Execute standard changes: new user setup, printer mapping, profile fixes, password resets, and similar tasks
• Own the hypercare queue for newly onboarded clients during their first 510 business days
• Escalate tickets to L3 or engineering when warranted with good notes
• Document resolutions clearly so the knowledge base stays useful

You're a Great Fit If You

• Have 13 years of help desk or service desk experience
• Are comfortable in a PSA-driven environment (ConnectWise, Autotask, HaloPSA, etc.)
• Can triage and prioritize in real time without getting rattled
• Know your way around Windows environments, Active Directory/M365 user management, and basic networking
• Communicate clearly with end users technical and non-technical alike

Nice to Have

• CompTIA A+, Network+, or Microsoft certifications
• Experience in a managed services environment
• Familiarity with RMM tools (NinjaRMM, Datto, Kaseya, etc.)

This is a remote position.