Help Desk Tier 1 (Kirkwood Location)

Title: MSP Engineer – Tier I

Group:  MSP

Reports to: MSP Manager



The MSP Engineer – Tier I applies professional principles, practices and techniques to the MSP team ensuring a high level of customer satisfaction. This role has responsibility of MSP Tier I ticket resolution, On-call rotation, and customer satisfaction.

Essential Duties & Responsibilities

  • Ensure that all tickets are resolved within established SLA’s.
  • Escalate tickets as necessary to ensure customer satisfaction and proper metrics.
  • Transfer knowledge to team members to ensure proficient ticket resolution.
  • Assess issues and identify solutions to meet productivity, quality and customer goals.
  • Proactively communicate ticket status, issues & risks to management to customer and management.
  • Follow Dalechek policies, procedures, and methodologies.
  • Customer site visits as needed for issue remediation.
  • Participate in the afterhours on call rotation.
  • Document all tickets thoroughly.
  • Must have the ability to work with others
  • Manages difficult or emotional customer situation
  • Identify and resolve problems in a timely manner while working in group problem solving situations.
  • Can demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality.
  • Undertakes self-development activities and Seeks increased responsibility
  • Follows instructions and responds to direction
  • Other duties as assigned


Experience (Not all is required but must have strong mixture of skills)

  • 1+ years in Service Desk/Help Desk environment in a Managed Service Provider (MSP) environment preferred but not required.
  • Computer Skills
    • Microsoft OS – Windows 7,8,10
    • Experience with installation and maintenance of computer software, hardware and peripherals.
    • Proficiency in MS Office Products is required.
    • Proven ability to become and remain proficient in all programs necessary to perform the everyday duties of this position.


  • Degree from University or Trade School (Or comparable industry experience)
  • Technical training or related industry experience. MCITP, MCSA, CompTIA Network +, or CompTIA A+ preferred

Apply for this position

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