IT Help Desk Support Technician

Position Overview:

We are looking for a dedicated and experienced Help Desk Support Technician to join our team. As a small and ambitious MSP , we are passionate about providing personalized, high-quality IT solutions to our clients. This role offers an opportunity to work on a variety of technical challenges, support a diverse client base, and contribute directly to the growth of both our clients' IT environments and our company. This is an onsite position and not remote. Why Join Us? As a small MSP , we value each team member's contributions and provide an environment where you can truly make a difference. You'll have the opportunity to engage with cutting-edge technologies, support a wide range of systems, and grow your skills in a collaborative and supportive atmosphere.

Key Responsibilities:

Client Support:

Provide efficient and professional technical support to clients onsite and remotely, ensuring timely resolution of issues. Troubleshoot and resolve hardware, software, network, and system-related problems with minimal downtime. Deliver exceptional customer service, explaining technical solutions clearly to non-technical users. Microsoft Office 365 and

Cloud Expertise:

Support and configure Microsoft Office 365 services , including Exchange Online, Defender for Office, Intune, Teams, OneDrive, SharePoint and Azure resources. Strong emphasis on Microsoft Business Premium Suite. Assist clients with migrations, setups, and troubleshooting of Microsoft Office 365 environments.

Application and Infrastructure Support:

Troubleshoot and support line of business applications , such as QuickBooks and Sage , to ensure seamless client operations. Knowledge of Windows servers , firewalls, switches, and networking components preferred to help provide comprehensive technical support.

System Setup and Maintenance:

Perform desktop and laptop setups, including hardware and software installation, configuration, and updates. Use remote support tools effectively to resolve issues and optimize client systems.

Multiple Roles and Responsibilities:

Understand and utilize Remote Monitoring and Management (RMM) tools to proactively manage client systems. Manage and resolve tickets using the help desk ticketing system. Develop and implement scripts to automate routine tasks and improve efficiency. Provide support for various MSP-related tasks beyond traditional help desk duties.

Documentation and Feedback:

Maintain detailed and accurate records of client interactions, technical issues, and resolutions in the help desk ticketing system. Identify trends in technical issues and suggest improvements to enhance client satisfaction and system stability.

Continuous Improvement:

Stay up-to-date with the latest technologies, best practices, and certifications through training and knowledge sharing. Collaborate with the team to improve internal processes and client service delivery.

Qualifications:

Experience:

Minimum of 6 years in a technical support role , with significant experience in an MSP environment .

Technical Skills:

Strong proficiency in Office 365 support, including SharePoint and Azure services. Familiarity with line of business applications like QuickBooks and Sage. Working knowledge of Windows servers , firewalls, switches, and networking fundamentals. Certifications (Preferred): CompTIA A+, Microsoft 365

Certified:

Modern Desktop Administrator, or similar certifications.

Soft Skills:

Excellent problem-solving skills and ability to remain calm under pressure. Strong organizational skills, with the ability to manage multiple tasks and priorities effectively. Exceptional verbal and written communication skills.

What We Offer:

A supportive environment where your expertise is valued and your contributions make a direct impact. Opportunities to work with a variety of technologies and industries, enhancing your skills and experience. A chance to grow with a small MSP , shaping both client IT environments and our company's success. If you're ready to be part of a tight-knit team , tackle exciting technical challenges, and play a pivotal role in our clients' and company's growth, we'd love to hear from you. with your resume and a cover letter highlighting your experience and skills.

Job Type:

Full-time Pay:

$54,000.00 - $72,000.00 per year

Benefits:

Employee discount Health insurance Paid time off

Work Location:

In person