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 5–10 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 5–10 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 1–3 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.

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Service Desk Technician L1/L2