Forward Thinking Technology Solutions MSP Helpdesk Technician Breinigsville, PA · Full time

Managed Service Provider-Helpdesk Technician


Job Description

An MSP (Managed Service Provider) Helpdesk Technician provides technical support and customer service to clients of a managed service provider. The role includes monitoring and responding to helpdesk tickets, resolving customer issues, and providing technical support for a range of IT services and products. 


Key responsibilities of an MSP Helpdesk technician may include: 

  • Receiving and responding to customer support requests via email, phone or ticketing system 
  • Troubleshooting and resolving issues related to hardware, software, networking, and other IT-related problems 
  • Escalating issues to appropriate teams or levels of support as necessary 
  • Providing remote support for clients in multiple locations 
  • Maintaining accurate documentation of all support requests and resolutions 
  • Providing excellent customer service and maintaining positive relationships with clients 
  • Participating in ongoing training and professional development to stay up to date with emerging technologies and best practices 
  • Contributing to the development of knowledge base articles and other support resources 

Requirements for the role may include: 

  • High school diploma or equivalent; some college or technical training in IT may be preferred 
  • Prior experience in a helpdesk or technical support role 
  • Knowledge of Microsoft Windows, Microsoft Office, and other common business software applications 
  • Understanding of computer networking and network troubleshooting techniques 
  • Strong problem-solving skills and attention to detail 
  • Excellent communication and customer service skills, with the ability to communicate technical concepts to non-technical users 
  • Ability to work independently and as part of a team 
  • Willingness to work flexible hours and participate in on-call rotations as required 


Overall, an MSP Helpdesk technician plays a critical role in delivering high-quality technical support and customer service to clients of a managed service provider and helping to maintain positive relationships between the provider and its clients. 


$20 - $25 per hour