Remote Tier 1 Help Desk Technician — MSP

We are a growing Managed Service Provider (MSP) based in New York, supporting financial services clients. We are looking for a remote Tier 1 Help Desk Technician who is hands-on, communicates clearly, and takes ownership of tickets from start to finish. What You Will Be Doing • Own and resolve Tier 1 tickets start to finish via PSA ticketing system; escalate to Tier 2 with clear notes • Provide remote support for Microsoft 365 — user provisioning, licensing, shared mailboxes, calendar/folder permissions, OneDrive, and Teams • Manage user accounts and group permissions in Active Directory and Entra ID • Handle access requests for platforms like Egnyte, Box, Adobe, and Zoom • Identify and respond to phishing emails; whitelist/release messages in email security platforms (e.g., Mimecast) • Deploy software, manage licenses, and support endpoints via RMM and remote access tools • Monitor endpoint security alerts and coordinate remediation • Support user onboarding and offboarding workflows remotely • Communicate professionally with end users and log all time entries in the ticketing system What We Are Looking For • 1–2 years of hands-on IT support experience; MSP experience strongly preferred • Solid working knowledge of Microsoft 365 administration — Exchange, Teams, SharePoint, Intune • Familiarity with Active Directory and Entra ID user/group management • Experience troubleshooting Windows and macOS issues remotely • Basic understanding of networking concepts: DNS, DHCP, TCP/IP • Experience with a PSA or ticketing system — ConnectWise, SuperOps, or similar • Excellent written and verbal communication skills with a customer-first approach • Ability to manage multiple open tickets and prioritize effectively Nice to Have • Experience with endpoint security tools such as Blackpoint, Zscaler, or KnowBe4 • Exposure to Egnyte, Splashtop, Mimecast, or similar MSP-stack platforms • CompTIA A+, Network+, or Microsoft certifications (or actively pursuing) • Familiarity with RMM tools and remote support software • Basic PowerShell scripting knowledge ⚠️ Before You Apply — Please Read This Carefully We receive a high volume of applications. To make sure we are connecting with candidates who actually read the job description and have the right experience, we ask that you do the following before submitting your proposal: In your cover letter, please include the following: • Start your message with this exact phrase: "I read the full job description." — Applications that do not include this will not be reviewed. • Tell us which PSA or ticketing system you have used and how long. Be specific — name the platform. • Describe one real ticket or IT issue you resolved for an end user. Keep it brief — 3 to 5 sentences is fine. Just make it real and specific. • List two M365 admin tasks you are comfortable handling today, without needing to look anything up. We are not looking for perfect answers. We are looking for people who have actually done this work and can tell us about it in their own words.