MSP Help Desk Technician

Must have:

• We require proven Tier 2-level IT/MSP experience; this is a non-entry-level role.
• We expect strong working knowledge of the Microsoft 365 ecosystem, including Entra, Intune, Autopilot, Azure, Exchange Online, and SharePoint.
• We value hands‑on experience with an RMM platform such as NinjaRMM, Datto RMM, Atera, or a comparable tool.
• We look for experience using a PSA or ticketing system such as Halo PSA, Autotask, Connect Wise, or a similar platform.
• We expect familiarity with cybersecurity tools and security best practices in a managed services environment.
• We need someone comfortable supporting and troubleshooting Windows Server environments, networking equipment, and cloud‑based infrastructure.
• We expect an understanding of how different systems, applications, and networks interact to resolve technical issues effectively.
• We require a professional, courteous, and clear communicator who can work well with clients in both written and verbal communication.
• We need someone self‑directed and adaptable who can switch between varied support demands throughout the day.
• We look for a strong desire to learn, grow, take ownership, and collaborate effectively with others.
• We require the ability to work in person at our Coeur dAlene, Idaho office.
• We require the ability to support occasional after‑hours maintenance windows, evening project cutovers, and on‑site client visits when needed.
• We prefer candidates with help desk experience of at least 2 years and Windows experience of around 5 years.

• We serve as a first point of contact for clients and prospects through phone, email, and ticket‑based support.
• We schedule support appointments and site visits for other technicians as needed.
• We deliver prompt, friendly, and helpful troubleshooting support to our clients.
• We use our ticketing system to manage, document, and resolve helpdesk tickets and service requests.
• We maintain detailed ticket notes, closeouts, and accurate client documentation.
• We split multi‑issue tickets into separate records and keep tickets moving so they do not become stale.
• We monitor our RMM dashboards, scheduled automations, and security alerts, then take remediation steps or elevate when necessary.
• We respond to predictive alerts such as drive failures and hardware issues.
• We use our password management and knowledge base tools to support efficient issue resolution.
• We assist the projects team with onsite or remote project work when additional help is needed.
• We triage incoming requests, open tickets, and communicate status updates to clients throughout the resolution process.
• We elevate issues that require higher‑level support.
• We identify, communicate, and help reduce potential risks for our tech support team and clients.
• We follow assigned schedules, standard operating procedures, and security procedures.
• We look for process improvements and contribute constructively to positive change.
• We take on additional duties as requested by senior technicians or other members of our tech support team.
• We support a diverse client base across endpoints, Microsoft 365, networking, servers, Intune, Autopilot, Entra , VoIP systems, and infrastructure.
• We monitor and respond to alerts from RMM, BCDR, cybersecurity, identity, and related platforms.
• We perform occasional after‑hours maintenance and evening cutovers, and we complete on‑site visits using company vehicles when required.

We are Intechtel, a Coeur dAlene‑based provider of internet, technology, and telephone services, and we are passionate about simplifying technology while delivering outstanding customer service. Our teams top priority is keeping our clients exceptionally happy by resolving their technical issues quickly and clearly. This is a full‑time, permanent in‑person position at our Coeur dAlene, Idaho office, and it offers strong growth potential into roles such as Senior Helpdesk Technician or Network Engineer.

We provide a company desktop and laptop, a company cell phone, a service vehicle and fuel card after the probationary period, paid industry training and certifications, paid holidays, PTO after probation, access to our tech lab and tools, and plenty of coffee. We also offer paid time off and an hourly range of $27.00 to $32.00.