Help Desk Technician

About the role

We are hiring a Help Desk Technician to join our front-line support team. You will be the first point of contact for our managed services clients, providing remote and occasional onsite technical support across a wide range of IT environments.

Responsibilities

• Provide Tier 1/Tier 2 Support: Respond to inbound service requests via phone, email, and ticketing system (ConnectWise Manage), resolving issues within SLA targets
• Troubleshoot Across Environments: Diagnose and resolve issues related to Windows workstations and servers, Microsoft 365, Active Directory, networking, printers, VPN, and line-of-business applications
• Manage Tickets Effectively: Document all work thoroughly in ConnectWise, maintain accurate time entries, update ticket statuses, and escalate appropriately when needed
• Support Microsoft 365: Administer Exchange Online, Teams, SharePoint, OneDrive — including user provisioning, mailbox management, and license assignments
• Monitor & Respond to Alerts: Triage RMM alerts (Kaseya/Datto) for disk, CPU, memory, backup failures, and endpoint security events
• Perform Onsite Work: Travel to client sites as scheduled for hardware deployments, network installations, and hands-on troubleshooting
• Follow Security Protocols: Adhere to client security policies, handle MFA/SSO issues, and escalate potential security incidents to the SOC team
• Contribute to Documentation: Update IT Glue and internal knowledge base articles with solutions, procedures, and client-specific configurations

Requirements

• 1–3 years of experience in a help desk, IT support, or MSP environment
• Strong knowledge of Windows 10/11, Windows Server 2016–2022, Active Directory, Group Policy
• Solid understanding of networking fundamentals — TCP/IP, DNS, DHCP, VPN, VLANs, Wi-Fi
• Experience with RMM tools (Kaseya, Datto, ConnectWise Automate) and PSA ticketing systems (ConnectWise Manage)
• Excellent customer service skills — you are patient, clear, and professional with non-technical users
• Able to prioritize and manage multiple open tickets in a fast-paced environment
• Reliable transportation for onsite visits

Preferred Qualifications

• CompTIA A+, Network+, or Security+ certification
• Microsoft certifications (MS-900, AZ-900, MD-102)
• Experience with EDR/XDR platforms (SentinelOne, CrowdStrike)
• Familiarity with backup solutions (Datto, Veeam, Axcient)
• PowerShell scripting experience