MSP - Service Desk Specialist I in Whippany, New Jersey at Preferred Business Systems, Inc

About Preferred Business Systems

We're a growing Managed Service Provider (MSP) based in Whippany, NJ, delivering hands-on IT support, network management, and cloud solutions to a diverse client base across the region. We're not a help desk churn-and-burn shop — we're a tight-knit team that invests in our people, promotes from within, and gives technicians real ownership of their client relationships.

Position Summary

The Service Desk Specialist I is a developing technical contributor within our MSP responsible for providing frontline support while bridging the gap between Level 1 triage and Level 2 escalation. This role is hands-on and support-focused, combining strong customer service skills with growing technical proficiency.

The ideal candidate has mastered core Level 1 responsibilities and is building deeper troubleshooting capabilities across endpoints, Microsoft 365, and basic networking. This individual plays a key role in resolving moderately complex issues, improving first-contact resolution rates, and ensuring a seamless support experience for clients.

Key Responsibilities

Service Desk Support & Incident Handling

• Provide responsive remote support for end-user issues via phone, email, and ticketing system.

• Own tickets from intake through resolution for Level 1 and moderate Level 2-type issues.

• Perform structured troubleshooting, root cause analysis, and clear documentation.

• Escalate appropriately when issues exceed scope, including detailed handoff notes.

Endpoint & User Support

• Diagnosing and resolving issues involving:

o Windows and macOS devices

o Printers and peripheral devices

o Basic performance and application errors

o Support software installations, updates, and patching.

o Assist with workstation provisioning, imaging, and deployments.

Microsoft 365 & Cloud Support

• Provide support for:

o User account administration (password resets, lockouts, MFA)

o Outlook and Exchange Online issues

o Teams and OneDrive troubleshooting

• Assist with license assignments and basic policy enforcement.

• Troubleshoot authentication, sync, and profile-related problems.

Basic Networking & Infrastructure Support

• Troubleshoot common connectivity issues:

o Wi-Fi / LAN access

o VPN connectivity

o DNS / DHCP-related problems

• Assist with firewall, switch, and AP troubleshooting under guidance.

• Identify patterns indicating broader infrastructure problems.

Documentation & Ticket Quality

• Maintain accurate, detailed ticket notes and resolution summaries.

• Contribute to internal knowledge base articles and SOP improvements.

• Follow established workflows, SLAs, and escalation procedures.

Collaboration & Skill Development

• Collaborate with Level 1 and Level 2 technicians on shared tickets.

• Seek mentorship and actively develop technical skills.

• Stay current on tools, client environments, and MSP best practices.

Required Qualifications

• 1–3 years of experience in an MSP or IT support environment.

• Skill level beyond entry-level helpdesk; progressing toward Level 2 capabilities.

• Strong hands-on experience with:

o Windows desktop troubleshooting

o Microsoft 365 user support

o Hardware & peripheral diagnostics

• Solid understanding of:

o Basic networking (TCP/IP, DNS, DHCP, VPN)

o Active Directory / Entra ID fundamentals

o Ticketing systems and SLA-driven workflows

• Strong customer service, communication, and time management skills.

• Ability to manage multiple tickets while maintaining quality and responsiveness.

Preferred Qualifications

• Experience with:

o RMM tools and remote support platforms

o Microsoft Intune or endpoint management tools

o Basic PowerShell or scripting exposure

• Familiarity with PSA platforms (e.g., HaloPSA).

• Entry-level certifications (or pursuing):

o CompTIA A+, Network+, or Microsoft fundamentals

• Experience handling escalations or advanced troubleshooting scenarios.

What Success Looks Like in This Role

• Consistently resolves tickets beyond basic triage with minimal escalation.

• Demonstrates strong ticket hygiene and documentation quality.

• Improves first-contact resolution and client satisfaction metrics.

• Identifies recurring issues and contributes to preventative solutions.

• Shows measurable growth toward Level 2 technical competency.