Level 1 Service Desk Technician

Job Description

Job Description

Our client, a well established (and still growing) Managed Service Provider (MSP) in Northern NJ is searching for a Level 1 Service Desk Technician. This is an onsite role.

In this role YOU will:

• Triage incidents - Intake via portal/email/phone

• Resolve common end-user issues (and escalate appropriately)

• Work within their PSA/RMM stack (Halo PSA + NinjaOne) and operate to documented SLAs

• Remote Support & Troubleshooting: Use NinjaOne and remote-control tools to resolve desktop/laptop/peripheral issues (Windows/macOS), Microsoft 365 apps (Outlook, Teams, OneDrive, SharePoint), and common line-of-business applications.

• Account & Endpoint Administration: Password resets, AD/Intune tasks (device enrollment, policy checks), software installs/updates, AV/malware remediation.

• Networking Basics: Verify connectivity (DNS/DHCP), printer/scanner mapping, VPN client checks; capture key details (IP, firmware, drivers) to aid escalation.

• Knowledge & Documentation: Contribute runbooks/KB notes; keep ticket histories complete and audit-ready; align with governance reporting (daily/weekly operational dashboards, monthly summaries, QBR inputs).

• Onboarding/Offboarding Support: Prepare endpoints, apply baseline policies, and follow checklists that support standardized environments (e.g., Ubiquiti UniFi networking).

YOU might be the right person if YOU have:

• MSP Experience (Required): 1+ year on a service desk in a Managed Services environment handling multi-tenant clients, PSA/RMM tools, and SLA commitments.

• Technical Foundations: o Windows 10/11 (user profile, updates, drivers), basic macOS support o Microsoft 365 (Exchange Online, Teams, OneDrive/SharePoint), Outlook troubleshooting o Basic networking (TCP/IP, DNS/DHCP, Wi-Fi), printers/scanners, VPN clients o Endpoint security (AV/malware tools), software deployment/update hygiene •

• Tools: Practical familiarity with Halo PSA (ticketing, prioritization, SLAs) and NinjaOne (RMM, remote control).

• Professional Skills: High empathy and customer service, clear written/verbal communication, disciplined documentation, time management, and a strong sense of urgency.

• Nice-to-Have (Preferred) • Exposure to Ubiquiti UniFi networking environments. Basic PowerShell scripting, Intune device management, Azure AD administration. Experience with backup/DR agents and endpoint encryption.

Our client offers a base salary between 40 and 48K plus benefits (medical, PTO, holidays, professional development).

Master Search Solutions is a direct hire recruiting firm that specializes in the New Jersey marketplace. We have nearly 30 years of experience connecting top talent with leading businesses. We are committed to (and celebrate) diversity, equity, and inclusion.