IT Support Technician II – MSP Support & Systems Management

No Quarter Consulting provides managed IT services to nonprofit and behavioral health organizations. We’re looking for an experienced MSP technician who can independently support clients and take ownership of the systems that keep their technology reliable.

This role combines hands-on support with dedicated time for managing our tools, configurations, patching, backups, and device inventory. You’ll work with a small team where your work has a visible impact on clients and service delivery.

Role Overview

You’ll share responsibility for the help desk while serving as the primary owner of centralized services. We expect to allocate approximately two to three hours per day to this work, with scheduled time protected from routine ticket assignments.

The remaining time will focus on client support, troubleshooting, hardware provisioning, and occasional onsite visits. You’ll have experienced engineers available for escalation and collaborate with our senior engineer on technical standards and remediation.

This is an experienced technician role requiring recent MSP experience and the ability to move work forward without repeated prompting.

Key Responsibilities: Client Support

• Actively monitor the ticket queue, pick up available work, and follow assigned issues through resolution.
• Troubleshoot hardware, software, access, endpoint, Microsoft 365, and Google Workspace issues.
• Provide clear, timely updates so clients understand the status and next steps.
• Escalate complex issues with documented troubleshooting, relevant findings, and a clear explanation of the help needed.
• Maintain accurate ticket notes and time entries.
• Recognize recurring issues and recommend changes that reduce future support needs.

Key Responsibilities: Centralized Services

• Own the recurring checks and maintenance of our RMM, endpoint security, backup, and related management tools.
• Maintain patching policies, investigate failed deployments, and track unresolved exceptions.
• Reconcile device inventory against expected client devices, verify required agents are installed, and address stale or duplicate records.
• Monitor backup health, resolve failures, and perform scheduled restore tests.
• Reconcile protected accounts and licenses against approved client requirements, identifying unnecessary charges and coverage gaps.
• Implement and document configuration changes using established standards and vendor guidance.
• Maintain a clear backlog of issues, remediation work, and decisions requiring approval.
• Keep client and internal documentation accurate in ITGlue.

Hardware Provisioning and Onsite Support

• Prepare approximately three to five computers per month for client deployment.
• Configure accounts, applications, updates, security tools, and device management before delivery.
• Verify equipment is ready for use and coordinate shipment or onsite installation.
• Perform approximately three onsite client visits per month for troubleshooting, installations, and other scheduled work.
• Travel to clients in Baltimore and surrounding areas, Washington, DC, and South Central Pennsylvania.

What Success Looks Like

• Client issues move forward without repeated reminders.
• Routine troubleshooting is completed independently, with timely escalation when needed.
• Patching and backup failures are identified, investigated, and resolved.
• Device inventories and protected account counts reflect approved client requirements.
• Configuration work produces documented improvements and fewer recurring issues.
• Computers arrive ready for use, with setup and delivery coordinated clearly.
• The team can see what is complete, what remains open, and where help is needed.

Required Experience and Qualifications

• At least two years of recent experience working for a Managed Service Provider.
• Experience independently resolving Tier 1 and Tier 2 support issues in a ticket-driven environment.
• Hands-on experience administering an RMM platform, including patching, agent deployment, policies, and device inventory.
• Working knowledge of Microsoft 365, Google Workspace, Windows, and common business networking.
• Experience monitoring or administering business backup and endpoint security tools.
• Strong written and verbal communication skills.
• Ability to prioritize competing requests, follow recurring schedules, and complete work independently.
• Comfort handling everyday support requests alongside more involved technical responsibilities.
• Residence within practical driving distance of Towson/Baltimore and reliable transportation for client visits.

Preferred Experience

• Datto RMM, Datto endpoint security, and Datto SaaS Protection.
• Autotask PSA and ITGlue.
• SaaS Alerts and Check Point email security.
• macOS support and device management.
• PowerShell or other scripting for repeatable administration.
• Experience reconciling device inventories, backup coverage, or software licensing across multiple clients.
• CompTIA Network+, Microsoft certifications, or similar credentials.
• Familiarity with TruMethods or another structured MSP service delivery framework.

Work Environment

• Full-time, Monday through Friday during business hours.
• Primarily remote, with local hardware handling and approximately three onsite visits per month.
• Scheduled daily time for centralized services responsibilities.
• A small team supporting nonprofit and behavioral health organizations.
• Clear expectations for communication, documentation, and follow-through.

Compensation and Benefits

• $25–$33 per hour, based on experience.
• Performance-based bonuses.
• 401(k) with company match.
• Paid time off and holidays.
• Employee assistance program.
• Professional development and certification reimbursement.

Employment Requirements

Employment is at-will. Any offer of employment is contingent upon successful completion of a background screening and reference verification.

Job type

Full-time, permanent Work location: Hybrid remote in Towson, MD 21286

Pay: $25.00 - $32.00 per hour

Expected hours: 40.0 per week

Benefits

• 401(k)
• 401(k) matching
• Flexible schedule
• Paid time off

Application Question(s)

• Do you have at least two years of recent experience working for a Managed Service Provider (MSP), supporting multiple external client organizations?
• Have you configured RMM policies and managed patch deployments, beyond using the platform for remote access?

Work Location: Hybrid remote in Towson, MD 21286