Technical Support Specialist - Managed IT Services

Denali

TEK is seeking an experienced Technical Support Specialist with proven Managed Service Provider (MSP) experience and hands-on ticketing system usage. This role is not entry-level and is intended for professionals who have supported multiple client environments within an MSP and are comfortable working within established ticketing, documentation, and SLA-driven workflows.

The ideal candidate can handle escalations beyond basic helpdesk issues, works efficiently in Connect Wise, and understands the operational expectations of an MSP environment.

• Established MSP with defined processes and expectations
• Opportunity to grow into higher-level technical or specialized roles
• Collaborative team environment with a focus on quality and accountability
• Competitive compensation based on experience

• Provide Tier 1 & 2 technical support for MSP clients across multiple environments
• Work daily in Connect Wise Manage for ticketing, time entry, and documentation
• Troubleshoot and resolve issues involving:
• Windows workstations and servers
• Active Directory and Group Policy
• Microsoft 365 (Exchange Online, SharePoint, Teams, Entra )
• Networking fundamentals (firewalls, switches, access points, VPNs)
• Escalate complex issues appropriately while owning resolution through completion
• Maintain accurate, detailed ticket notes and documentation
• Adhere to MSP standards, processes, and SLAs

Candidates must meet all of the following:

• 1+ years of experience working for a Managed Service Provider (MSP)
• Demonstrated, hands-on experience using Connect Wise or similar ticketing systems
• Experience supporting multiple client environments concurrently
• Strong troubleshooting skills beyond basic password resets and desktop support
• Proven ability to work independently in a fast-paced MSP environment
• Strong written documentation and communication skills

This role is not intended for entry-level candidates or individuals without MSP and ticketing experience.

• 100% company-paid medical, dental, and vision insurance
• 401(k) with company contribution
• 4 weeks of PTO annually, plus 7 paid holidays
• Reimbursements for mileage, parking, internet, and cell phone
• A no-drama, no-politics environment that values performance and integrity

We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.