Service Desk Agent

Working schedule: Eastern Standard Time/ Pacific Standard Time (Days & Time: TBD) Work Arrangement: Fully Remote (Work From Home) Salary: $1,300 Monthly Employer: An MSP company located in Burbank, California, USA Position Overview We are seeking a seasoned Service Desk Agent to join our team. This is not a single-client helpdesk role, you will be supporting adiverse portfolio of business clientsacross multiple industries, each with unique environments, technologies, and SLA requirements. The ideal candidate thrives in a high-velocity, multi-tenant support environment, is comfortable context-switching between client accounts, and brings the technical depth to handle complex issues with confidence and professionalism. If you are passionate about delivering white-glove IT support at scale, this role is for you. What You'll Do Deliver support across multiple client accounts via phone, email, and ticketing portal with a strong focus on first-contact resolution Triage and manage a high-volume multi-client ticket queue in compliance with client-specific SLAs Troubleshoot and resolve advanced issues across endpoints, Microsoft 365 tenants, networking, and business applications Monitor RMM alerts and respond proactively to prevent client-impacting incidents Handle user onboarding/offboarding, endpoint deployment, policy management, and software updates across client environments Maintain accurate, detailed documentation including time entries, resolution notes, and client-specific SOPs in the PSA platform Escalate complex issues to senior engineers or vendors with thorough documentation and maintain follow-up through resolution Build and maintain strong client relationships as a trusted technical point of contact Required Technical Skills OS:Windows 10/11 and macOS — expert-level, enterprise/domain-joined environments Microsoft 365:Multi-tenant management — Exchange Online, SharePoint, Teams, OneDrive, licensing Identity Management:Active Directory, Azure AD/Entra ID, MFA, Conditional Access, hybrid environments RMM Tools:NinjaRMM, ConnectWise Automate, Datto RMM, Kaseya, or equivalent PSA/Ticketing:ConnectWise Manage, Autotask, HaloPSA, or ServiceNow Networking:TCP/IP, DNS, DHCP, VPN, firewalls — Meraki, SonicWall, Ubiquiti, or Fortinet experience a plus VoIP:8x8, Cisco, or Mitel support and troubleshooting Endpoint Security:EDR/AV platforms such as SentinelOne, Huntress, or Webroot Preferred / Bonus Skills Microsoft Intune / Endpoint Manager (multi-tenant) Email security — SPF, DKIM, DMARC, Exchange Admin Center BDR solutions: Datto, Veeam, Acronis, or Axcient PowerShell scripting for automation and user management MSP documentation tools: IT Glue or Hudu Azure or AWS exposure in SMB environments Requirements 3+ years in an MSP environment— direct MSP experience required Strong multitasking ability managing simultaneous client accounts…