Location: Greenwood, IN (On-site)Department: ServiceEmployment Type: Full-TimeExperience Level: Entry-Level (1–2 years IT experience preferred)
About JPtheGeek
At JPtheGeek, we’re an approachable, people-focused Managed Service Provider dedicated to helping small and mid-sized businesses grow through exceptional IT service and strong relationships. Our culture emphasizes partnership, friendliness, fast response times, and being the team that clients love to work with. We invest in our people, celebrate wins, embrace growth, and always do the right thing.
If you’re passionate about solving problems, thrive in a supportive team environment, and want to grow your IT career with a company that values you — we want to meet you.
Position Overview
The Help Desk Analyst is the front line of client support at JPtheGeek. You’ll handle inbound tickets, phone calls, and service requests while delivering fast, friendly, and accurate technical assistance. This is an entry-level role, but we are not looking for someone brand-new to IT — you should have at least 1–2 years of hands-on IT support experience, whether through previous roles, internships, or technical schooling with real-world exposure.
You will work directly with clients, resolve issues efficiently, escalate when appropriate, and embody our core values in every interaction.
Key Responsibilities
Technical Support
- Provide Level 1 support to clients via phone, email, remote tools, and ticketing system
- Troubleshoot and resolve issues related to:
- Windows desktop environments
- Microsoft 365 applications
- Workstations, laptops, printers, and peripherals
- Basic networking (DNS, DHCP, Wi-Fi connectivity, VPN)
- User account creation, password resets, permissions
- Antivirus, monitoring, and endpoint security tools
- Document all work thoroughly and accurately within our ticketing system
- Follow established processes and SOPs for consistent service delivery
- Escalate complex issues to Level 2/3 or specialized teams when needed
Customer Service
- Provide friendly, patient, and professional support
- Communicate clearly with both technical and non-technical users
- Set proper expectations and follow through to ensure resolution
- Deliver a client experience that reflects our 100% customer satisfaction standards
Teamwork & Continuous Improvement
- Collaborate with other technicians and teams to solve problems efficiently
- Participate in team meetings, trainings, and ongoing skill development
- Share ideas to improve processes and evolve as technology changes
- Embody JPtheGeek's core values: Be an Ambassador, Enjoy the Journey, Get It Done, Evolve & Adapt, Do the Right Thing
Qualifications
Required
- 1–2 years of hands-on IT support experience (Help Desk, Desktop Support, Internships, or MSP experience preferred)
- Strong understanding of Windows desktop environments
- Familiarity with Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
- Basic understanding of networking fundamentals
- Strong troubleshooting and problem-solving skills
- Excellent communication and customer service skills
- Ability to prioritize tasks in a fast-paced environment
- A team-first attitude and eagerness to learn
Preferred (Not Required)
- Experience at an MSP or in a ticket-driven environment
- CompTIA A+, Network+, or equivalent certifications
- Exposure to RMM tools, PSA systems, or security tools
- Familiarity with cloud services and identity platforms
Perks & Benefits
- Competitive pay
- Health, dental, and vision (we pay 50% of your coverage)
- 401k with Safe Harbor Company Match
- Plus other benefits available
- 5 Weeks of Paid Time Off!
- Fun, supportive, high-energy team
- Career growth pathways into Level 2 Support, Onsite Support, Cybersecurity, or Systems Administration
- Opportunities to learn new technologies and be part of a culture that invests in your professional development
JPtheGeek is an equal opportunity employer—we encourage all qualified candidates to apply.
