IT Support Services Technician

Position Overview

This role is responsible for serving as a front-line technical resource for end users across our client base in a managed service provider environment. This role provides responsive remote support, troubleshoots day-to-day technical issues, documents customer interactions, escalates requests when appropriate, and helps ensure a reliable, friendly support experience for everyone who contacts us.

The ideal candidate is genuinely customer-service focused, thrives as a self-starter, and can stay productive and accountable without close supervision. This individual communicates clearly with technical and non-technical users, takes ownership of assigned tickets, and contributes to a positive client experience through patient, efficient, and professional support.

Key Responsibilities

Helpdesk Support & Ticket Management

- Serve as the first point of contact for end users who need remote technical assistance

- Research, resolve, and respond to inquiries in a timely manner, exceeding SLA expectations

- Manage assigned tickets from intake through resolution

- Document all customer interactions, troubleshooting steps, and issue resolutions

Technical Troubleshooting & Service Quality

- Address RMM and security alerts across all managed platforms, endpoints, servers

- Perform proactive maintenance including patch management and deployment

- Identify recurring alert patterns and recommend automation or configuration changes to reduce noise and prevent repeat incidents

- Install, maintain, and troubleshoot software, hardware, peripherals, and connected devices

- Provide support for Windows and/or Mac operating systems, Microsoft 365 applications, and common user access issues

- Assist with basic Google Workspace and Microsoft 365 and Azure AD / Entra ID administration, including password resets, account provisioning, and basic user or device management

Customer Experience & Communication

- Provide courteous, patient, and efficient assistance to every end user

- Inform customers of repairs needed, answer basic questions, and confirm customers understand and are satisfied with completed work

- Communicate clearly with both technical and non-technical users throughout the support process

Qualifications

• 3 or more years of experience in a helpdesk, desktop support, or technical support role, ideally supporting multiple clients or accounts in an MSP environment

- Hands-on troubleshooting experience with Windows and/or Mac operating systems, Microsoft 365 applications, and common hardware or peripheral issues

- Experience working with a ticketing system and remote support or remote access tools in a professional support setting

- Working familiarity with Microsoft 365 and Azure AD / Entra ID administration, including password resets, account provisioning, and basic user or device management

- Working familiarity with Google Workspace administration, including password resets, account provisioning, and basic user or device management

- Basic understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi-Fi troubleshooting

- Strong customer-service orientation with the ability to communicate clearly and patiently with both technical and non-technical end users