End User Support Technician

Strategic Solutions delivers high-touch, value-rich technology services and is laser focused on helping companies successfully drive their businesses! With unparalleled expertise and credentials in healthcare, as well as legal, finance, and other industries, SSVA is the most experienced, locally-based provider of IT Consulting, Technology Delivery, and Managed Services in the Mid-Atlantic region.

At SSVA, a New Charter Company, we are seeking a remote End User Support Technician in Charlotte, NC (in other companies this person could hold the title of End User Support Technician, IT Support Technician, Desktop Support Technician) to provide responsive end-user IT support and maintain reliable workplace technology. This is position will be remote but you must be local to the Charlotte, NC area due to client-site visits.

In this role, you will monitor, troubleshoot, and optimize client network environments while leveraging Remote Monitoring and Management (RMM) platforms to proactively identify and resolve infrastructure issues before they impact end users. You will investigate network connectivity, Windows Server and workstation performance, Microsoft 365 services, and endpoint health, collaborating with internal engineering teams to remediate complex technical challenges. A key component of this role is developing and maintaining automation through Power Shell and Python scripting to streamline repetitive administrative tasks, enhance RMM alerting and remediation workflows, and improve operational efficiency across managed environments.

To be successful in this role, you will possess a strong foundation in Windows administration, networking concepts, and endpoint management while demonstrating the ability to diagnose issues across diverse client environments. You should be comfortable analyzing RMM-generated alerts, identifying recurring trends, and building automated solutions using Power Shell or Python to improve response times and operational consistency. Success in this position requires excellent troubleshooting skills, the ability to prioritize incidents in a fast-paced managed services environment, and clear communication when working with both technical teams and end users.

A continuous improvement mindset, curiosity for emerging technologies, and a passion for automation and infrastructure optimization will enable you to make a meaningful impact on service delivery and client satisfaction.

We understand that great candidates may not meet every requirement listed.

Field work accounts for approximately 25% of the role.

• Provide network support and troubleshooting across client infrastructures, including configuring, upgrading, and maintaining Cisco Meraki networking solutions while diagnosing and resolving connectivity issues
• Work directly with ISPs to coordinate the installation, activation, troubleshooting, dispatch, and decommissioning of network circuits
• Develop and maintain automation scripts using Power Shell and Python to enhance RMM alerting, automate routine administrative tasks, and improve operational efficiency across managed environments
• Perform initial troubleshooting for end‑user support requests, including password resets, workstation performance issues, software installations, printer and scanner configuration, driver installation, and other common desktop support tasks
• Provide onsite field support as needed, including PC deployments, workstation setup and replacement, printer installation and configuration, hardware upgrades, and other hands‑on technical support activities. Field work accounts for approximately 25% of the role.

• 3+ years of experience providing technical support to external client end users in a managed services (MSP) or similar customer‑facing environment, with the ability to work both collaboratively as part of a team and independently with minimal supervision.
• Experience triaging, troubleshooting, and resolving incidents and service requests related to Windows workstations, printers, end‑user applications, and Microsoft 365 services, including Exchange Online, Teams, One Drive, and SharePoint.
• Strong knowledge of network…