Helpdesk Technician - Managed Service Provider (MSP)

Chattanooga Business Machines, Inc. is hiring a Helpdesk Technician for a fast-paced Managed Service Provider (MSP) environment. This onsite role supports day-to-day client IT operations by handling Tier 1 requests, keeping systems monitored and performing, and contributing to a secure, stable infrastructure across multiple client environments.

You will work within established service expectations while coordinating with clients and teammates, documenting resolutions, and helping maintain critical network and endpoint components. The position also involves proactive monitoring and timely troubleshooting as alerts and incidents arise.

Key Responsibilities

• Deliver Tier 1 help desk support for Windows servers, workstations, and network devices.
• Troubleshoot and resolve incidents from the help desk within defined SLAs.
• Manage user accounts and access permissions across multiple client environments.
• Monitor system health, capacity, and performance using RMM and other monitoring tools, and address alerts proactively.
• Support firewalls, switches, VPNs, and wireless infrastructure based on client needs and standards.
• Document work performed, resolutions, and environment changes in the ticketing system and knowledge base.
• Communicate clearly with clients and coworkers throughout the support process.

What You Bring

• 1 to 2 years of experience in an MSP or multi-tenant environment.
• Experience with Windows Server and Active Directory.
• Microsoft 365 user administration knowledge.
• Working knowledge of TCP/IP networking, DNS, DHCP, VPNs, and firewall concepts.
• Familiarity with RMM and PSA tools commonly used in MSP settings.
• Proven troubleshooting skills, including handling complex multi-factor issues.
• Strong written and verbal communication skills, including client-facing communication.

Technologies

• Windows Server
• Active Directory
• Microsoft 365
• RMM
• PSA
• TCP/IP
• DNS
• DHCP
• VPNs

Benefits

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

Role Details

• Location: Chattanooga, TN (onsite)
• Schedule: 8-5, Monday through Friday, with occasional after-hours work for maintenance, emergencies, or project cutovers
• On-call: Participation in an on-call rotation as required
• Work style: Remote help desk work from the office, with occasional on-site client visits depending on client and company needs
• Compensation: USD 29,120 - 37,440 per year
• Experience: 1+ years

How to Apply

Submit your resume and a brief cover letter to [email protected] or apply through Indeed. In your cover letter, highlight experience supporting multiple clients or working in an MSP or similar environment.

Personal Attributes

• Customer-focused mindset and professional demeanor.
• Ability to manage multiple priorities and client environments simultaneously.
• Strong attention to detail and commitment to documentation.
• Self-motivated approach, with the ability to work independently and as part of a team.
• Willingness to share knowledge and continuously learn new technologies.