We are looking for a well-rounded Level 2–3 MSP Help Desk Technician who can support multiple business clients, take ownership of tickets, troubleshoot efficiently, communicate clearly, and document work properly. MSP experience is strongly preferred. Candidates with only internal corporate IT experience may not be considered.
This is not a basic password-reset-only help desk role. We need someone who can think through problems, ask good questions, troubleshoot independently, and escalate only when appropriate.
Responsibilities:
* Provide remote help desk support for business clients
* Troubleshoot Windows desktops, laptops, printers, mobile devices, and common business applications
* Administer and support Microsoft 365, Exchange Online, Teams, SharePoint, OneDrive, and Entra ID / Azure AD
* Troubleshoot email issues, Outlook problems, MFA issues, user access, licensing, and account lockouts
* Troubleshoot basic networking issues including DNS, DHCP, VPN, Wi-Fi, internet connectivity, and firewall-related problems
* Use RMM and ticketing tools to manage, update, and resolve tickets
* Create, update, and close tickets with clear notes and proper documentation
* Perform new user setup, user offboarding, group changes, mailbox changes, and permission updates
* Support endpoint security tools, backups, and patching processes
* Follow documented processes while also knowing when something needs to be questioned or escalated
* Communicate professionally with clients by email, phone, and chat
* Work with the internal team on escalations, projects, and recurring client issues
* Help improve documentation, checklists, and internal processes
Required experience:
* At least 2+ years of MSP or multi-client IT support experience preferred
* Strong Microsoft 365 administration experience
* Good understanding of Windows 10/11 and basic Windows Server concepts
* Good understanding of networking fundamentals: DNS, DHCP, TCP/IP, VPN, Wi-Fi, and firewalls
* Experience with ticketing systems and RMM tools
* Ability to troubleshoot without relying only on scripts
* Strong written English and professional client communication
* Reliable internet connection and quiet work environment
* Ability to work during U.S. business hours, preferably with overlap with Arizona time
Helpful experience:
* Syncro, Ninja, Datto, ConnectWise, Autotask, HaloPSA, or similar MSP tools
* UniFi networking
* VoIP support
* Cybersecurity tools
* Backup systems
* SharePoint/OneDrive permissions
* Basic PowerShell
* Security cameras, access control, or business technology systems
We are looking for someone who is:
* Detail-oriented
* Calm under pressure
* Honest about what they know and do not know
* Good at documenting work
* Comfortable asking questions when needed
* Able to take ownership of tickets from start to finish
* Friendly and professional with clients
* Interested in growing with a small but serious MSP team
