Help Desk Specialist III, MSP IT Support & Onsite Services
Overview
Own the frontline IT support experience for clients at scale across on-site and remote environments. Lead escalations, triage issues, and collaborate with engineering to resolve complex outages. Leverage your technical breadth to deploy software, configure hardware, and support Windows and Office365 environments. This role stands out through mentorship of junior staff, proactive ticket management, and direct client interaction within a professional, HIPAA-compliant setting.
What You'll Do10
- 1Build and prioritize service tickets via the ticket system to ensure timely resolution
- 2Resolve general IT problems including hardware, PC software, networking, and domain issues
- 3Lead escalation processes and work with engineering to resolve complex issues
- 4Provide on-site and remote support to clients with a professional brand experience
- 5Develop deployment strategies for new technologies and configurations within existing environments
- 6Mentor junior team members and track ticket status to improve service quality
- 7Analyze system logs to identify potential issues and plan for outages or downtime
- 8Coordinate with managers to assign specialized tasks and improve queue coverage
- 9Respond promptly to customer needs and collect feedback to improve service quality
- 10Take ownership of escalated tickets and ensure closure with documented outcomes
Requirements5
- 1Four years of related experience including technical helpdesk role
- 2Experience with PC hardware installation, configuration, and troubleshooting
- 3Proficiency in Windows Operating Systems and Office365/Azure
- 4Understanding of Windows Server, Citrix, Backup, Virtualization, Active Directory, NTFS Permissions, and video conferencing
- 5Experience with IT service tools such as ConnectWise, IT Glue, N-Central or similar
Salary Insight
$44 - $71k per year
Location
Required Skills
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