Level 1.5 Service Desk Technician

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 an experienced Service Desk Technician with strong technical troubleshooting and problem-solving skills to support a diverse portfolio of business clients. This is more than a traditional L1 helpdesk role. Our clients operate in complex IT environments involving Microsoft 365, enterprise applications, ERP systems, networking, endpoints, and other business-critical technologies. The ideal candidate is resourceful, analytical, and comfortable working independently . You should be able to investigate issues beyond basic troubleshooting procedures, effectively use KBs and SOPs, and determine the appropriate solution or escalation path. What You'll Do Provide L1/L2 technical support through phone, email, and ticketing systems. Troubleshoot and resolve issues involving Windows/macOS, Microsoft 365, endpoints, networking, identity management, and business applications. Support applications such as ERP, CRM, accounting, HR, engineering, and other business systems. Investigate unfamiliar or complex technical issues using KBs, SOPs, documentation, and other available resources. Manage user accounts, permissions, onboarding/offboarding, and application access. Monitor and respond to RMM alerts and proactively address potential issues. Maint