Job Title: MSP Help Desk Technician 1

Department: Operations / Help Desk Services

Reports To: Service Desk Coordinator

Job Type: Permanent, full-time position

Job Location: Plant City, FL

Pay Details: Starting at $38,500.00 annually plus bonuses for certificate completion

ACTS360 is looking for a dedicated MSP Help Desk Technician I to join our team. In this entry-level position, you will be the first point of contact for our clients experiencing IT issues. You will provide technical support for hardware and software, troubleshoot and resolve various technical problems, and deliver top-notch customer service. If you are passionate about technology and eager to help others, this role is a great foundation for your career in IT.

To be great at this role, you must be willing to pursue and pass entry level IT certificates including, but not limited to, the CompTIA A+, CompTIA Network+, CompTIA Security+, and the Microsoft AZ900 / MS900.

Please Note: This is an active and ongoing job opening. We are continuously seeking talented individuals to join our team. The duration this posting has been open does not reflect the urgency or importance of the position. We encourage all qualified candidates to apply, regardless of the posting date.

Responsibilities:

• Active participation in the Help Desk 1 phone queue
• Provide first-level contact to end users in a clear and professional manner
• Create and accurately code service tickets
• Identify and redirect urgent tickets to the appropriate resources
• Work through assigned tickets and enter appropriate time entries
• Troubleshoot and resolve end user or infrastructure technical issues
• Follow up with customers and see problems through to resolution
• Ensure proper recording, documentation, and closure of ticket information
• Maintain awareness of ongoing issues and be proactive in customer notification
• Recommend modifications or improvements to client environments
• Properly escalate unresolved tickets to the next level of support
• Preserve and grow your knowledge of Help Desk procedures, products, and services
• Onsite dispatching as needed or directed
• Active participation in the On Call rotation

• Strong written and verbal communication skills.
• Basic understanding of computer systems, networks, and troubleshooting techniques.
• Ability to work independently and as part of a team.
• Customer-oriented mindset with a passion for helping others.
• Ability to lift and install IT equipment.
• Must be authorized to work in the United States.
• In-office or on-site presence during regular business hours (Monday - Friday, 8 AM - 5 PM)

Preferred Qualifications:

• Previous experience in a customer service or technical support role
• Completion of relevant IT certifications such as A+, Network+, Security+, and / or MS-900

Please Note: Successful applicants may be required to undergo a reference and background verification check as part of the interview or onboarding process.

• Health Care Plan (Medical, Dental & Vision)
• Retirement Plan (401k, IRA) and Matching
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Public Holidays)
• Training & Development

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.