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Robert Half Logo Robert Half · IT - Administration

Service Desk Technician

United States, Winter Garden · Job Posted May 29, 2026
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Job Description

We are seeking a Level 2 Service Desk Technician with prior Managed Service Provider (MSP) experience to join a fast-paced, customer-focused IT support team. This role is ideal for someone who thrives in high-volume environments, enjoys solving complex issues, and takes a proactive approach to improving end-user experience and overall system reliability.

Job Responsibility

  • Handle inbound support calls, emails, and ticket requests across multiple client environments
  • Monitor system dashboards, alerts, and ticket queues to ensure timely response and resolution
  • Troubleshoot and resolve Level 2 technical issues prior to escalation
  • Identify recurring problems and proactively implement solutions to prevent future incidents
  • Reduce unnecessary escalations by independently resolving complex issues
  • Support and enhance the organization’s overall security posture through best practices and vigilance

Requirements

  • Previous experience working in a Managed Service Provider (MSP) environment
  • Hands-on experience with ticketing/PSA tools such as Kaseya, ConnectWise, or Zendesk
  • Strong networking fundamentals, including diagnosing and resolving VPN-related issues
  • Experience configuring and supporting: SonicWall firewalls
  • Ubiquiti wireless access points
  • Ability to work across multiple clients and technologies simultaneously in a fast-paced setting

Nice to have

  • Strong troubleshooting and critical thinking skills
  • Proactive mindset with a focus on continuous improvement
  • Excellent communication and customer service skills
  • Ability to manage competing priorities and meet SLAs

What we offer

  • Medical, vision, dental, and life and disability insurance
  • Eligibility to enroll in our company 401(k) plan
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