Helpdesk Technician

CCA Technology is hiring a Helpdesk Technician to serve as the first point of contact for clients in Waukesha, WI. This onsite role supports end users across Windows and macOS environments, with daily ownership of helpdesk tickets, troubleshooting, and timely escalation when deeper expertise is required.

You will work within defined service expectations, using ticketing and remote tools to diagnose issues, document outcomes, and help keep client systems running smoothly across Microsoft 365 and managed workstations.

What you’ll do

• Provide first-line support for client issues via phone, email, ticketing system, or remote support tools.
• Respond to and resolve tickets within SLAs, including rapid first response expectations.
• Document all troubleshooting steps and results accurately in the ticketing system.
• Escalate tickets to Level 2/3 or Engineering teams when appropriate.
• Support Windows and macOS desktop environments.
• Troubleshoot common end-user issues including password resets, email problems in Microsoft 365/Outlook, printer and network connectivity, and VPN access.
• Handle basic hardware/software errors and assist users through problem resolution.
• Support onboarding/offboarding tasks such as account creation, licensing, and device setup.
• Use RMM tools to remotely monitor, support, and maintain workstations.
• Run scripts, apply patches, and remediate alerts according to standard procedures.
• Perform basic administration including password resets, MFA assistance, mailbox setup, license adjustments, and Teams troubleshooting.
• Help users with MFA, phishing reports, and basic security awareness, while following internal security policies.
• Maintain clear, professional client communication and support MSP values in every interaction.

Requirements

• 1–2 years of helpdesk, IT support, or customer service experience (MSP experience preferred).
• Strong knowledge of Windows 10/11, basic networking fundamentals (DNS, DHCP, IP addressing), and remote support tools.
• Familiarity with Microsoft 365 administration.
• Excellent communication, problem-solving, and organizational skills.
• Ability to work independently and collaboratively in a fast-paced MSP environment.

Tools and technologies

• Windows 10, Windows 11, macOS
• Microsoft 365, Outlook, Teams
• RMM tools
• DNS, DHCP, IP addressing
• Kaseya, Ninja, ConnectWise, Autotask

Benefits

• Competitive pay of USD 45,000 - 55,000 per year based on experience.
• Professional development opportunities and certification reimbursement.
• Flexible work environment.
• Paid time off and holidays.
• 401(k) with employer matching.
• Health, Dental, and Vision insurance.
• Exposure to a wide range of technologies and client environments.

Preferred skills

• Experience with RMM/PSA tools such as Kaseya, Ninja, ConnectWise, and Autotask.
• Understanding of cybersecurity fundamentals.
• A+, Network+, or similar certifications.

Core competencies include a customer-centric mindset, attention to detail, willingness to learn, accountability, positive attitude under pressure, effective time management and prioritization, and team-oriented communication.