Help Desk Analyst — MSP

The Help Desk Analyst (Level 1) role is for individuals with MSP experience who will handle high-volume ticket queues, support end users, troubleshoot technical issues, and assist with client onboarding in a structured MSP environment. It offers opportunities for career growth within a remote, client-focused setting.

Location: Remote (US)

Salary: $9,600 – $12,000

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.

Requirements

• 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.

Additional Information

• 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.
• Originally posted on Himalayas