Technical Support Help Desk

IT Support Specialist II/III (MSP Support Desk – Remote First)

Full‑Time | $60,000–$80,000 | Handled IT Partners

The IT Support Specialist II/III is a remote‑first, client‑facing technical professional responsible for delivering world‑class support across multiple customers in a fast‑paced MSP (Managed Service Provider) environment. You will handle escalated Service Desk requests, resolve complex technical issues, and collaborate closely with engineering, centralized services, and vCIO teams to provide an exceptional customer experience.

This role primarily supports users remotely, with occasional in‑office work as needed for collaboration, device work, or special requests.

• Provide remote technical support via our ticketing system, phone, email, chat, and collaboration tools.
• Own incidents and service requests through resolution—communicating consistently and clearly with customers.
• Troubleshoot and resolve issues involving workstations, printers, SaaS applications, VoIP, security tools, and networking.
• Perform user lifecycle tasks (provisioning, deprovisioning, permissions, access reviews) following compliance frameworks.
• Document troubleshooting steps, resolutions, and client‑specific insights in IT Glue/knowledge systems.
• Escalate complex or high‑impact issues to senior engineers or third‑party vendors when required.
• Participate in the Support Desk schedule, ensuring SLAs are met and customer expectations are exceeded.
• Communicate proactively with customers regarding progress, impacts, and next steps.

• Contribute to continuous improvement of processes, documentation, and customer experience.
• Maintain fast turnaround times and ensure requests are routed to the correct resource.
• Collaborate closely with the Support Desk Manager on quality of service, trends, escalations, and workload balancing.
• Support project tasks when needed (migrations, deployments, tenant work).

• 5+ years in a Desktop Support, Service Desk, or Systems Support role (MSP experience strongly preferred).
• Strong understanding of Windows and macOS environments, networks, business applications, SaaS platforms, and authentication systems.
• Experience supporting, administering, or troubleshooting:
  • Microsoft 365 (Exchange Online, SharePoint/One Drive, Teams, Intune basics)
  • RMM/PSA tools (Datto RMM, Autotask, Connect Wise, Addigy, etc.)
  • Security tools (Sophos, Defender, Mimecast, Duo, etc.)
  • Networking basics (DNS, DHCP, VPN, common firewall concepts)
• Excellent communication, documentation, and customer service skills.
• Strong diagnostic skills and ability to work independently.
• Ability to manage multiple priorities in a fast‑paced MSP environment.
• Self‑motivated, resourceful, and highly organized.
• Reliable transportation for occasional travel to the office or client locations (low frequency).

• Operating Systems: Windows 10/11, macOS
• Mobile: iOS, Android
• Collaboration Tools: Teams, Slack, Zoom, Google Chat
• Productivity: Microsoft 365 Apps, Adobe, Google Workspace
• Security: Sophos MDR, Defender, Mimecast, Duo, SaaS Alerts
• Networking: Meraki, Sophos, Ubiquiti, Sonic Wall
• IT Management: Autotask PSA, Datto RMM, Addigy, IT Glue, Scale Pad

• 401(k) with company match
• Health, dental, and vision insurance
• HSA available
• Paid time off
• Career path growth within a top‑tier MSP