Help Desk Technician

bdManagedIT is hiring an onsite IT Help Desk Technician in Madison, GA to deliver Level 1 support for local clients. In this role, you will help resolve everyday desktop and Microsoft 365 issues, keep tickets moving, and contribute to reliable documentation and repeatable processes.

What you’ll get

• Medical coverage
• Paid Time Off and paid holidays
• Training and certification support
• Clear career growth path

Day-to-day responsibilities

• Handle help desk requests from clients via phone, chat, and tickets
• Troubleshoot Windows, Microsoft 365, printers, passwords, connectivity, and common desktop issues
• Use available tools, documentation, and established processes to work through technical problems
• Own Help Desk tickets end to end by keeping clients informed until resolution or escalation
• Document troubleshooting steps and outcomes accurately in the ticketing system
• Escalate tickets to the right team member based on SLA requirements and defined processes
• Maintain ticket flow by owning Help Desk ticket boards, including scheduling and coordinating tickets for teammates
• Know when an issue needs escalation and include complete notes and steps already taken
• Perform routine health checks, patch reviews, monitoring follow-up, and maintenance tasks
• Collaborate with senior technicians and contribute to strong documentation and repeatable processes

Skills and experience needed

• About 1 to 3 years of hands-on IT help desk, service desk, or technical support experience supporting 10+ Windows devices
• Strong troubleshooting skills for Windows and Microsoft 365
• Experience with ticketing, PSA, or remote support tools
• Ability to resolve common Level 1 issues with limited direction
• Strong attention to detail with reliable documentation, organization, and follow-through
• Comfort working within clear processes and expectations
• Strong written and verbal communication
• Good judgment on when to continue troubleshooting versus when to escalate
• Genuine curiosity about technology, with a strong desire to keep learning
• Resourcefulness when unfamiliar topics come up, including willingness to research, learn, and ask good questions
• Valid driver’s license, reliable personal transportation, and ability to occasionally travel to local client sites

Technologies you’ll work with

• Windows
• Microsoft 365
• Ticketing
• PSA
• Remote support tools

Location, schedule, and compensation

• Fully onsite in Madison, Georgia
• Plan to live within about 30 minutes of the office
• Occasional local travel to client sites may be required
• Monday through Friday, 8 am to 5 pm
• Compensation based on experience
• Full-time, hourly, non-exempt position

Nice to have

• Previous MSP experience
• Experience with ConnectWise, Autotask, or a similar PSA/ticketing platform
• CompTIA A+ or equivalent technical knowledge