Helpdesk Technician – Level 1 / Level 2

About the Role

RedWave Technology Group is a growing Managed Service Provider (MSP) supporting small and mid-sized businesses. We are looking for an experienced Helpdesk Technician (L1/L2) who understands MSP life: tickets, time entry, client communication, and jumping in where needed.

This role is ideal for someone with solid experience who does not consider basic issues “below them.” At RedWave, everyone works tickets — from password resets to more complex troubleshooting — and takes pride in resolving client issues efficiently and professionally.

What You’ll Be Doing

• Working break/fix support tickets in a fast-paced MSP environment
• Troubleshooting a wide range of issues, including:

Windows 10/11 workstation issues
Microsoft 365 (Outlook, Teams, OneDrive, SharePoint)
Password resets, MFA issues, account lockouts
Printers, scanners, and common office hardware
Basic networking and connectivity issues

• Accurately logging time and detailed notes in our PSA system
• Communicating directly with clients via phone, email, and ticket updates
• Responding promptly to new tickets and managing workload throughout the day
• Escalating issues appropriately when needed — without dropping ownership
• Participating in a rotating on-call schedule for after-hours emergencies

What We’re Looking For

• 2+ years of helpdesk or MSP experience strongly preferred
• Strong working knowledge of:

Windows 10/11
Microsoft 365 administration and troubleshooting
Active Directory (user/computer management)

• Comfortable in a ticket-driven, time-tracked environment
• Strong troubleshooting skills and ability to think through problems
• Excellent customer service and communication skills
• Organized, accountable, and dependable

Important:
This role includes handling basic support issues. If you are looking to only work advanced or project-level tasks, this position will not be a good fit. This role also includes the use of your personal vehicle, from time to time, to travel on site to resolve a customer issue. Mileage will be reimbursed at the IRS mileage rate for the then current year.

Nice to Have (But Not Required)

• Prior MSP experience
• Experience with PSA and RMM tools
• Basic networking knowledge (DNS, DHCP, TCP/IP)
• Security-minded background

Why RedWave

• Clear expectations and structured processes
• A team that values accountability and professionalism
• Stable Monday–Friday schedule
• Exposure to real-world MSP environments
• Opportunity to grow technically and professionally

Job Types: Full-time, Permanent

Pay: $40,000.00 - $60,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Retirement plan
• Vision insurance

Work Location: Remote