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Help Desk Analyst — MSP (Level 1) Client Services · Service Desk | Full-Time | 8:00 AM – 5:00 PM PST
Our growing Managed Services team is seeking a skilled Help Desk Analyst (Level 1) with proven MSP experience to join our Service Desk. You will be the frontline resource who keeps our multi-client environment running smoothly — handling a substantial daily ticket queue, delivering white-glove support, and building lasting client trust. This is an excellent opportunity for someone eager to grow their IT career within a structured, process-driven MSP.

Key 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.

Required Experience & Skills
- 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, Halo

📌 Help Desk Analyst MSP (Monterrey)
🏢 Hire Hangar
📍 Monterrey