Provides day to day support for the implementation, troubleshooting, and maintenance of client IT systems
Manages client IT system infrastructure and any process related to these systems
Remotely troubleshoots and resolves client requests involving end-user hardware, software, and cloud services
Provides day-to-day operational support for: Desktop and Server Operating Systems (Windows, Mac, Linux), Microsoft Office 365, Azure, Teams, OneDrive, SharePoint, Networking Devices (firewalls, switches, wireless access points)
On-premise and Cloud Backup and Disaster Recovery
Hardware peripherals (printers, monitors, docking stations, webcams, etc.)
Mobile Devices / Mobile Device Management (MAM / MDM)
Provides escalation support as necessary for Level I Helpdesk staff
Assists with the onboarding and offboarding of clients, systems, and users
Deploys and maintains security tools and management agents
Maintains current notes and time entries for all requests in the helpdesk ticketing system
Creates and maintains comprehensive documentation for internal and client systems
Works with third-party vendors to remediate issues as needed

Requirements

Minimum 2+ years working for a Managed Service Provider (MSP)
Minimum of 5+ years’ experience working on an Information Technology Helpdesk using remote support tools
Experience using a helpdesk ticketing system for incident tracking and time entry (ConnectWise Manage preferred)
Prior experience using Remote Monitoring and Management (RMM) tools (i.e. – Automate, Labtech, Continuum, NinjaOne, etc.)
Ability to provide exceptional customer service in all situations
Possess strong troubleshooting, problem-solving, and verbal/written communication skills
Experience with Microsoft Windows desktop and server operating systems
Experience with Microsoft Office 365 / Azure administration
Proficiency with Microsoft Server Active Directory / Group Policy
Moderate networking experience including remote configuration and troubleshooting (TCP/IP, WIFI, VPN)
Knowledge of Microsoft Cloud Technologies including Office 365, Azure, Azure Entra ID, Endpoint Protection, Intune, Autopilot, etc.
Knowledge of scripting and automation tools a plus
Demonstrated ability to work in a team environment
Must be authorized to work for any employer in the U.S.

Benefits

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

troubleshootingMicrosoft WindowsMicrosoft Office 365AzureActive DirectoryGroup Policynetworkingscriptingautomation toolscloud services

Soft Skills

customer serviceproblem-solvingcommunicationteamworkdocumentation