IT Help Desk Support Technician

Position Overview

We are looking for a dedicated and experienced Help Desk Support Technician to join our team. As a small and ambitious MSP, we are passionate about providing personalized, high-quality IT solutions to our clients. This role offers an opportunity to work on a variety of technical challenges, support a diverse client base, and contribute directly to the growth of both our clients' IT environments and our company. This is an onsite position and not remote.

Why Join Us?

As a small MSP, we value each team member’s contributions and provide an environment where you can truly make a difference. You’ll have the opportunity to engage with cutting-edge technologies, support a wide range of systems, and grow your skills in a collaborative and supportive atmosphere.

Key Responsibilities

• Client Support:
• Provide efficient and professional technical support to clients onsite and remotely, ensuring timely resolution of issues.
• Troubleshoot and resolve hardware, software, network, and system-related problems with minimal downtime.
• Deliver exceptional customer service, explaining technical solutions clearly to non-technical users.
• Microsoft Office 365 and Cloud Expertise:
• Support and configure Microsoft Office 365 services, including Exchange Online, Defender for Office, Intune, Teams, OneDrive, SharePoint and Azure resources. Strong emphasis on Microsoft Business Premium Suite.
• Assist clients with migrations, setups, and troubleshooting of Microsoft Office 365 environments.
• Application and Infrastructure Support:
• Troubleshoot and support line of business applications, such as QuickBooks and Sage, to ensure seamless client operations.
• Knowledge of Windows servers, firewalls, switches, and networking components preferred to help provide comprehensive technical support.
• System Setup and Maintenance:
• Perform desktop and laptop setups, including hardware and software installation, configuration, and updates.
• Use remote support tools effectively to resolve issues and optimize client systems.
• Multiple Roles and Responsibilities:
• Understand and utilize Remote Monitoring and Management (RMM) tools to proactively manage client systems.
• Manage and resolve tickets using the help desk ticketing system.
• Develop and implement scripts to automate routine tasks and improve efficiency.
• Provide support for various MSP-related tasks beyond traditional help desk duties.
• Documentation and Feedback:
• Maintain detailed and accurate records of client interactions, technical issues, and resolutions in the help desk ticketing system.
• Identify trends in technical issues and suggest improvements to enhance client satisfaction and system stability.
• Continuous Improvement:
• Stay up-to-date with the latest technologies, best practices, and certifications through training and knowledge sharing.
• Collaborate with the team to improve internal processes and client service delivery.

Qualifications

• Experience:
• Minimum of 6 years in a technical support role, with significant experience in an MSP environment.
• Technical Skills:
• Strong proficiency in Office 365 support, including SharePoint and Azure services.
• Familiarity with line of business applications like QuickBooks and Sage.
• Working knowledge of Windows servers, firewalls, switches, and networking fundamentals.
• Certifications (Preferred):
• CompTIA A+, Microsoft 365 Certified: Modern Desktop Administrator, or similar certifications.
• Soft Skills:
• Excellent problem-solving skills and ability to remain calm under pressure.
• Strong organizational skills, with the ability to manage multiple tasks and priorities effectively.
• Exceptional verbal and written communication skills.

What We Offer

• A supportive environment where your expertise is valued and your contributions make a direct impact.
• Opportunities to work with a variety of technologies and industries, enhancing your skills and experience.
• A chance to grow with a small MSP, shaping both client IT environments and our company’s success.

If you're ready to be part of a tight-knit team, tackle exciting technical challenges, and play a pivotal role in our clients' and company’s growth, we’d love to hear from you. Apply now with your resume and a cover letter highlighting your experience and skills.

Job Type: Full-time

Pay: $3,800.00 - $5,750.00 per month

Benefits

• Employee discount
• Health insurance
• Paid time off

Work Location: In person