Help Desk Analyst — MSP

Join Hire Hangar and work with fast-growing global companies while building a long-term career. **Help Desk Analyst — MSP (Level 1)** *Client Services · Service Desk | Full-Time | 8:00 AM – 5:00 PM PST* Our growing Managed Services team is seeking a skilled Help Desk Analyst (Level 1) with proven MSP experience to join our Service Desk. You will be the frontline resource who keeps our multi-client environment running smoothly — handling a substantial daily ticket queue, delivering white-glove support, and building lasting client trust. This is an excellent opportunity for someone eager to grow their IT career within a structured, process-driven MSP. **Key Responsibilities** - Own a high-volume ticket queue — respond, troubleshoot, and resolve end-user issues within client SLA requirements. - Support end users via phone, email, chat, and remote access tools across a diverse portfolio of business clients. - Troubleshoot Windows OS, Microsoft 365, printers, network connectivity, VPN, and cloud application issues. - Create and maintain accurate ticket records in the PSA system, ensuring full documentation of steps taken and outcomes. - Handle user account administration in Active Directory, Azure AD, and Microsoft 365 Admin Center. - Escalate unresolved or high-severity issues to senior engineers promptly with detailed context. - Assist with client onboarding/offboarding: provisioning devices, configuring email, and managing access. - Identify recurring problems and proactively suggest process improvements or knowledge base articles. **Required Experience & Skills** - Minimum 1 year of Level 1 support experience specifically within an MSP setting — this is a firm requirement. - Proven track record handling a high-volume ticket environment with strong time management and prioritization skills. - Proficiency with Windows 10/11, Microsoft 365 suite, and standard business productivity tools. - Hands-on experience with a PSA/ticketing platform (ConnectWise Manage, Autotask, HaloPSA, or similar). - Working knowledge of networking basics: DNS, DHCP, TCP/IP, VPN configurations. - Excellent interpersonal skills — ability to translate technical issues into plain language for non-technical clients. - Availability Monday–Friday, 8:00 AM – 5:00 PM PST. **Preferred Qualifications** - CompTIA A+ or Microsoft 365 Fundamentals (MS-900) certification. - Experience with RMM tools such as NinjaRMM, N-able, or Kaseya. - Familiarity with multi-factor authentication solutions and endpoint security platforms. - Basic PowerShell or automation scripting knowledge. **Please NOTE** It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles. We connect top talent with vetted employers, competitive pay, and real growth opportunities.