IT Support Technician, MSP & Help Desk
Overview
You will own end-user support for a large enterprise environment, resolving 50+ tickets weekly across hardware, software, and network issues. You'll join a team of IT professionals under the IT Support Manager, collaborating on Active Directory, Exchange, and remote support tools. This role stands out for its variety: you'll troubleshoot POS systems, support VPN users, and document solutions in the knowledge base. With a 24x7 operation, your schedule offers flexibility and the chance to grow your skills in a fast-paced MSP.
What You'll Do9
- 1Support and troubleshoot hardware, software, network, mobile device, remote user, and phone issues across Windows 10, macOS, and Office 365.
- 2Remotely assist users with RDP, LogMeIn, and VNC to fix desktop, server, POS, and business management program errors.
- 3Resolve software application errors, printer issues, shared resource access, and configurations while performing OS patch management in the first 90 days.
- 4Escalate Major Incidents through approved IT escalation processes and document all work in the ticketing system.
- 5Create knowledgebase articles, checklists, FAQs, and end-user training materials to reduce repeat tickets.
- 6Manage user accounts, permissions, and Active Directory changes, including password resets and group policy updates.
- 7Follow up with clients to ensure resolutions are complete and satisfactory, maintaining accurate ticket documentation.
- 8Administer network functions including TCP/IP, DHCP, DNS, and VPN connectivity for remote users.
- 9Travel to customer sites as needed to provide on-site support for network and server equipment.
Requirements10
- 13+ years demonstrated support/troubleshooting experience with Windows 10, Office 365, and Active Directory.
- 22+ years in a customer service role within an IT support team.
- 3Thorough knowledge of Windows Server and desktop operating systems.
- 4Proficiency in Word, Excel, PowerPoint, Outlook, and Exchange.
- 5Experience supporting TCP/IP, IP phones, POS devices, and printer connectivity.
- 6Ability to use remote support tools like RDP, LogMeIn, and VNC.
- 7Excellent written and oral communication skills with strong problem-solving abilities.
- 8Flexibility to work shifts, including holidays and extended hours, in a 24x7 operation.
- 9Self-starter with the ability to learn quickly and work independently with minimal supervision.
- 10Preferred: A+, Network+, Security+, ITIL, or MCP certifications.
Salary Insight
$50 - $60k per year
Location
Required Skills
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