Help Desk Tier 1/Tier 2 Level Support

BIT Insight Group is a fast-growing MSP (Managed Service Provider) supporting small to mid-sized organizations with a full range of IT services including endpoint management, patching, cloud solutions, cybersecurity, and network support. Our team works with diverse clients to ensure their IT infrastructure, cloud environments, and applications run smoothly, securely, and with scalability. We are seeking a motivated and technically skilled Service Desk Technician to join our support team in a dual Tier 1 / Tier 2 capacity. In this role, you will serve as the first and second point of contact for client IT issues, working to resolve incidents quickly, escalate appropriately, and maintain exceptional service quality across a diverse portfolio of clients. The hours for this role are Monday-Friday 4 pm-12:30 am EST. Required Qualifications • More than 3 years of experience in a help desk, service desk, or IT support role (MSP experience a plus) • Proficiency with Windows 10/11 desktop environments and Microsoft 365 administration (Autopilot, InTune) • Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN • Experience with ticketing/PSA platforms (ConnectWise, Autotask, ServiceNow, or similar) • Strong written and verbal communication skills — ability to explain technical concepts to non-technical users • Excellent troubleshooting methodology and attention to detail • Ability to manage multiple open tickets and prioritize under pressure