MSP Service Desk Technician & Coordinator
We are a growing Managed IT Services Provider serving small and mid-sized businesses throughout the South Bay Los Angeles area. We are looking for a dependable, client-focused MSP Service Desk Technician & Coordinator who can help keep our service desk moving, handle Microsoft 365 administration, coordinate hardware logistics, and perform occasional onsite client visits.
This is a fully in-office position. Remote or hybrid arrangements are not available for this role.
You will work alongside a team of experienced technicians and engineers to keep tickets moving, clients supported, and nothing falling through the cracks. This is a great role for someone who enjoys both hands-on technical support and keeping the service desk organized.
What You’ll Do
- Serve as a day-to-day coordinator for the service desk queue, including monitoring incoming tickets, triaging priority, assigning tickets, following up on open items, and helping make sure tickets are handled in a timely manner
- Handle Level 1 and Level 1.5 support issues for business clients
- Perform Microsoft 365 administration tasks such as user account management, MFA support, license assignments, shared mailboxes, distribution groups, and basic Exchange, Teams, SharePoint, and OneDrive support
- Support Windows workstations, laptops, printers, scanners, network connectivity, VPN, Wi-Fi, and common business applications
- Stage, image, and configure new workstations and laptops for client deployments
- Manage equipment inventory, coordinate FedEx/UPS shipments, and handle local equipment pickups and drop-offs
- Perform occasional routine onsite visits for local clients, including basic troubleshooting, checklist-based maintenance, workstation and printer support, and equipment swaps
- Coordinate with vendors, carriers, and third-party support when needed
- Escalate tickets clearly to Level 2 / Level 3 engineers when appropriate
- Update tickets with clear notes, next steps, and client communications
- Maintain and contribute to documentation in IT Glue
- Provide professional, empathetic, and patient support to end users
Required Experience
Please apply only if you have the following:
- At least 2 years of experience working for an MSP or similar outsourced IT support provider, ideally in a multi-client environment
- Hands-on experience supporting multiple business clients in a ticket-based environment
- Solid Microsoft 365 administration experience
- Proven ability to perform onsite field support for business clients
- Experience supporting Windows 10/11 workstations and common business applications
- Strong troubleshooting skills for user, workstation, printer, network, and cloud application issues
- Strong ticket documentation habits and comfort using documentation tools such as IT Glue
- Valid driver’s license and reliable transportation for local client visits
- Ability to work from our office daily, with occasional local onsite visits
Preferred Experience
Experience with Autotask, IT Glue, NinjaOne, Sophos, SonicWall, SharePoint, OneDrive, Teams, Entra ID, Intune, imaging new computers, basic networking, user onboarding/offboarding, or clients with security/compliance requirements is a plus.
The Right Fit
Technical skills matter, but character matters just as much. We are looking for someone who is honest, dependable, accountable, organized, calm under pressure, and genuinely interested in helping people. The right person is a true team player, communicates well with technical and non-technical users, asks questions when needed, escalates appropriately, and cares about the client experience.
This role is not a good fit for someone who wants to work alone all day, avoid client communication, or simply close tickets as fast as possible without caring about quality.
This is a great role for someone who wants to grow into a stronger L2 technician, field engineer, or service desk lead role over time.