Tier 1 IT Desk Specialist (Service Desk, Multi-Company Support)

Tier 1 IT Desk Specialist (Service Desk, Multi\-Company Support) Location: \[Remote / Hybrid / On\-site] \| Type: Full\-time \| Reports to: \[IT Manager] Pay: $60K\-$85K About the role You will be the first point of contact for IT across a family of organizations: a multi\-site behavioral health group, an electrical contractor, a therapy\-services company and our own corporate team. One day is a clinician locked out of email. The next is a new\-hire mailbox, a phishing report or a vendor question. We run an AI\-assisted service desk. Our automation platform, Guardian, already handles routine work such as noise triage, mailbox provisioning and deprovisioning, and pipeline alerts. Your job is to be the human in the loop. You check its work, catch what it can't, make the judgment calls and keep the queue healthy. What you'll do Monitor and triage the IT queue in Freshdesk. Classify, prioritize, assign and set the right client and ticket type on every ticket. Give first response quickly and communicate clearly with non\-technical users, including clinicians, office staff and HR. Resolve common issues: password resets, MFA problems, account lockouts, Outlook and Teams issues, mailbox access, licensing, printers and peripherals, Wi\-Fi and VPN, and endpoint problems. Process HR\-driven onboarding and offboarding requests. Verify accounts, licenses, group membership and mailbox handling, and confirm that what the automation did is correct. Review Microsoft 365 security digests (phish, spam, malware) and user\-reported suspicious email. Escalate real threats promptly. Work with our AI automation. Review its outputs, flag misclassifications, write clear bug reports, and turn repeat tickets into candidates for new automation. Write and maintain knowledge\-base articles and runbooks so the next ticket, and the next person or AI agent, can resolve it faster. Follow HIPAA\-minded handling of sensitive data. Never put patient information in tickets, chats or screenshots. Skills and platforms to be familiar with Core (required or strongly preferred) Microsoft 365 administration: Exchange Online, Outlook, Teams, SharePoint and OneDrive, licensing, shared mailboxes and distribution groups. Identity: Microsoft Entra ID (Azure AD), MFA and conditional access basics, password and lockout workflows. Windows 10/11 support and basic macOS. Familiarity with Intune or endpoint management is a plus. Ticketing: Freshdesk or similar (ServiceNow, Zendesk, ConnectWise, Halo). SLAs, queues, canned responses, knowledge bases. Networking fundamentals: DNS, DHCP, Wi\-Fi, VPN, basic firewall and ISP troubleshooting. Email security awareness: phishing triage, spam and malware reports, Microsoft Defender basics. Remote support tools and hardware: printers, peripherals, laptops, phones and softphones. Nice to have Password and secrets managers such as Keeper. HRIS integrations such as BambooHR. Healthcare and practice\-management systems such as AdvancedMD, and EHR access requests. Power Automate or basic scripting (PowerShell, Python) to remove repetitive work. Familiarity with BI and reporting tools such as Domo, and with cloud basics (AWS, Azure). Familiarty with Jamf or similar MDM tools Documentation tools and wikis. Certifications such as CompTIA A\+, Network\+ or Security\+, or Microsoft MD\-102, MS\-900 or SC\-900\. AI affinity or a desire to work with AI as a tool An affinity for documentation in tools such as Confluence, IT Wiki, Kaseya IT\-Glue ASIO or Kaseya tools experience is desirable We want someone who is curious about AI and treats it as a colleague to supervise, not a threat or a magic wand. You are comfortable prompting AI tools, reading their output critically, and knowing when to trust them and when to verify. You notice repetitive patterns ("that's the fifth time this month") and propose automating them. You write precise tickets, notes and runbooks. That matters, because clear documentation is what makes automation reliable. You'll help train the system by flagging false positives, edge cases and misclassifications. One example: an HR ticket's subject line can say "Welcome" when the person is actually leaving. You understand guardrails: what AI may do on its own, what needs human approval, and what must never be automated. Experience with ChatGPT, Claude, Copilot or automation and RPA tools such as Power Automate or UiPath is a plus, but curiosity and good judgment matter more than any tool. Why an MSP background helps We support several companies at once, each with its own systems, users, priorities and compliance needs. If you've worked at an MSP or a multi\-client IT provider, you already know how to: Context\-switch cleanly between environments without mixing up which client you're working in. Triage by business impact, not just by who is loudest, and set expectations with users under real SLAs. Follow repeatable processes: onboarding and offboarding checklists, standard builds, documented runbooks. Spot patterns across environments, so a problem seen at one company gets fixed everywhere it applies. Keep records tidy. Multi\-client work depends on accurate company tagging, time tracking and documentation. Communicate with a wide range of users, from clinicians and executives to field crews and admin staff, in plain language. MSP experience isn't required, but it's a real advantage. Candidates from internal help desks who are eager to work across multiple organizations are welcome. Qualifications 1–3 years of help desk or service desk experience (MSP experience preferred) Strong written and verbal communication Ownership: you track tickets to closure and keep users informed Comfort with fast\-changing priorities and multiple stakeholders Discretion with confidential and regulated information (HIPAA experience is a plus) Ability to work \[hours / on\-call rotation as applicable] What success looks like (first 90 days) Every ticket in your queue has a client, type, priority and owner. First response times are consistently within SLA and an honest effort is made to contact the end users via phone or to resolve their problem. You independently handle routine identity, email and endpoint issues. You verify and audit lifecycle (onboarding and offboarding) automation accurately. You've written or improved at least five knowledge\-base articles or runbooks, and are taking time to familiarize yourself with how the different companies run What we offer Benefits, growth path to Tier 2 / systems / automation engineering, training and certification support 503CM, LLC is an equal opportunity employer. Pay: $29\.00 \- $41\.00 per hour Expected hours: 40\.0 per week Benefits: Dental insurance Paid time off * Vision insurance Work Location: Remote