Red Cup IT

MSP Service Desk, Support Specialist

Red Cup IT

full-time

Posted on:

Location Type: Remote

Location: California • United States

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Tech Stack

DNSTCP/IP

About the role

  • Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs.
  • Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions.
  • Assist with Windows Server user administration, basic server checks, and routine maintenance tasks.
  • Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); escalate complex issues when needed.
  • Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance.
  • Document all work performed in the ticketing system with clear notes and resolutions.
  • Participate in onboarding of new users (accounts, hardware setup, permissions, applications).
  • Collaborate with senior engineers on escalations and follow through to resolution.
  • Educate end users on basic IT best practices and security awareness.

Requirements

  • 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role.
  • Hands-on experience with: Windows 10/11 workstations (install, configure, troubleshoot).
  • Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks).
  • Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.
  • Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).
  • Strong customer service, communication, and documentation skills.
  • Ability to multitask, prioritize tickets, and work independently in a fast-paced MSP environment.
Benefits
  • Competitive salary
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

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

Hard Skills & Tools
Windows 10Windows 11Microsoft 365basic networkingTCP/IPDNSDHCPVPNWi-Fi troubleshootinguser administration
Soft Skills
customer servicecommunicationdocumentationmultitaskingprioritizationindependencecollaborationeducationproblem-solvingtime management