IT Technician

Job Summary

We are seeking a motivated and customer-focused Level 1 / Level 2 IT Support Technician to join our Managed Service Provider (MSP) team. This position provides technical support to multiple business clients, troubleshooting hardware, software, networking, and user-related IT issues.

The ideal candidate will have a solid foundation in IT, strong troubleshooting skills, and the ability to communicate effectively with end users. The technician will handle day-to-day support requests, assist with system maintenance, and work with senior technicians to resolve more complex technical issues.

Candidates should be comfortable working in a fast-paced environment, managing multiple support tickets, and delivering reliable IT support to our clients.

Key ResponsibilitiesHelp Desk & Technical Support

• Provide Level 1 and Level 2 technical support to business clients through phone, email, remote support tools, and onsite visits.
• Troubleshoot Windows desktops, laptops, printers, peripherals, and common software applications.
• Diagnose and resolve hardware, software, login, connectivity, and performance issues.
• Create, update, prioritize, and document support tickets in the PSA ticketing system.
• Provide professional and timely communication with clients regarding technical issues and resolutions.
• Escalate complex or unresolved issues to senior technicians or engineering staff.

Microsoft 365 & User Administration

• Assist with Microsoft 365 administration, including user accounts, email, Outlook, Teams, and licensing.
• Perform basic user account management in Active Directory and/or Microsoft Entra ID.
• Assist with password resets, account lockouts, permissions, and multifactor authentication (MFA) issues.
• Troubleshoot Microsoft Office applications, email delivery, and mailbox configuration.
• Assist with onboarding and offboarding employees, including account setup, equipment provisioning, and access removal.

Networking & Infrastructure

• Troubleshoot basic network connectivity, Wi-Fi, Ethernet, VPN, and internet access issues.
• Understand basic TCP/IP networking, DNS, DHCP, IP addressing, and subnet concepts.
• Assist with troubleshooting switches, routers, firewalls, and wireless access points.
• Support network printers, shared resources, and file access.
• Assist with basic network documentation and infrastructure maintenance.

Systems, Security & Maintenance

• Monitor and respond to alerts from remote monitoring and management (RMM) tools.
• Assist with workstation patching, software updates, antivirus, and endpoint security.
• Perform routine system maintenance and verify backup alerts or job status.
• Assist with troubleshooting endpoint security, remote access, and common security-related issues.
• Follow established security procedures and promptly report potential security incidents.
• Maintain accurate documentation of client environments, devices, passwords in approved secure systems, and troubleshooting procedures.

Onsite & Project Support

• Provide onsite technical support and troubleshooting at client locations as needed.
• Install, configure, and replace computers, laptops, printers, and related equipment.
• Assist with workstation deployments, hardware upgrades, office moves, and new-user setups.
• Support basic server, network, and infrastructure tasks under the guidance of senior technicians.
• Maintain client asset inventories and IT documentation.

Required Qualifications

• 1–3 years of IT support, help desk, desktop support, or related technical experience preferred.
• Working knowledge of Windows 10/11 and common business applications.
• Basic understanding of Microsoft 365, email, user accounts, and permissions.
• Familiarity with networking fundamentals, including DNS, DHCP, TCP/IP, and VPNs.
• Experience troubleshooting hardware, software, and connectivity issues.
• Ability to document technical work clearly and manage multiple tickets.
• Strong customer service, communication, and problem-solving skills.
• Ability to work independently while knowing when to escalate issues.
• Valid driver's license and reliable transportation if onsite client visits are required.

Preferred Qualifications

• Experience working for an MSP or supporting multiple business environments.
• Familiarity with PSA ticketing and RMM platforms.
• Exposure to Active Directory, Microsoft Entra ID, Microsoft 365, and basic Group Policy.
• Familiarity with endpoint protection, backup solutions, and remote access tools.
• Basic understanding of virtualization, servers, and network security.
• CompTIA A+, Network+, Microsoft certifications, or equivalent hands-on experience.

Work Environment

This role supports multiple business clients across different industries. Work may be performed remotely, in the office, or onsite at client locations. Occasional travel, lifting and installing IT equipment, and participation in scheduled after-hours maintenance may be required.

Ideal Candidate

The ideal candidate is dependable, professional, technically curious, and customer-focused. They understand that MSP support requires balancing technical troubleshooting with communication, documentation, time management, and accountability. They are eager to learn, take ownership of issues, and help maintain reliable and secure IT environments for our clients.

Pay: $45,000.00 - $60,000.00 per year

Benefits:

• Flexible schedule
• Paid time off

Work Location: In person