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MSP Service Desk & Support

Red Cup IT, Inc.

Los Angeles, CA

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JOB DETAILS
SKILLS
2nd Level Support, Analysis Skills, Best Practices, Change Management, Cloud Computing, Communication Skills, CompTIA A+, CompTIA Network+, Computer Workstations, Customer Relations, Customer Satisfaction, Customer Support/Service, DHCP (Dynamic Host Configuration Protocol), DNS (Domain Name System), Endpoint Security, ITIL (IT Infrastructure Library), Identify Issues, Knowledge Base, Mac Operating System, Maintenance Services, Microsoft Active Directory, Microsoft Certifications, Microsoft Exchange Server, Microsoft Product Family, Microsoft SharePoint, Microsoft Windows Azure, Microsoft Windows Operating System, Multitasking, Network Administration/Management, Onboarding, Security Patches, Service Level Agreement (SLA), Software Administration, Software as a Service (SaaS), Technical Support, Time Management, User Account Administration, VPN (Virtual Private Network), VoIP (Voice over IP), Wi-Fi, ZenDesk
LOCATION
Los Angeles, CA
POSTED
30+ days ago

We are looking for an MSP Service Desk & Support who is responsible for providing first- and second-level technical support to MSP clients across multiple environments. This role acts as the primary point of contact for client IT issues, ensuring incidents and service requests are resolved efficiently, professionally, and in accordance with SLAs.

The ideal candidate is customer-focused, technically competent, and comfortable supporting multiple clients, systems, and priorities in a fast-paced MSP environment.

Client Support & Service Desk Operations

  • Serve as the first point of contact for client support requests via ticketing system, phone, and email
  • Troubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner
  • Escalate complex issues to senior engineers or specialized teams when required
  • Document all troubleshooting steps, resolutions, and client communications in the PSA/ticketing system
  • Maintain high levels of customer satisfaction and professionalism

Technical Support

  • Support Windows and macOS workstations
  • Troubleshoot hardware, software, and peripheral issues
  • Manage user accounts, permissions, and security groups (Active Directory / Azure AD)
  • Provide Microsoft 365 support (Exchange, Teams, OneDrive, SharePoint)
  • Perform basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)
  • Support RMM tools, endpoint security, and patching systems
  • Assist with onboarding/offboarding users and device provisioning

MSP Processes & Best Practices

  • Follow ITIL-aligned incident, problem, and change management processes
  • Meet or exceed SLA and response time requirements
  • Identify recurring issues and recommend improvements
  • Participate in knowledge base creation and maintenance
  • Follow security best practices and MSP standards

Required Skills & Qualifications

  • 3+ years of IT support experience (MSP experience strongly preferred)
  • Strong knowledge of Windows OS and basic networking concepts
  • Experience with Microsoft 365 administration
  • Familiarity with ticketing/PSA systems (e.g., ConnectWise, Autotask, HaloPSA, Zendesk)
  • Experience using RMM tools (e.g., NinjaOne, Datto, N-able, ConnectWise Automate)
  • Understanding of endpoint security tools and MFA concepts

Soft Skills

  • Excellent communication and customer service skills
  • Strong troubleshooting and analytical abilities
  • Ability to manage multiple tickets and priorities simultaneously
  • Comfortable working in a fast-paced, client-facing environment
  • Professional demeanor and positive attitude

Preferred Qualifications

  • MSP experience supporting multiple clients and environments
  • ITIL Foundation certification
  • CompTIA A+, Network+, or Microsoft certifications
  • Experience with Azure AD, Intune, or basic cloud administration
  • Familiarity with VoIP systems and SaaS applications

Performance Metrics

  • SLA compliance and response times
  • Ticket resolution quality and documentation
  • Client satisfaction scores
  • Adherence to MSP processes and security standards

About the Company

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Red Cup IT, Inc.