Help Desk Support Engineer

Key Responsibilities Technical Support

• Provide remote help desk support via phone, email, and Autotask ticketing.
• Troubleshoot and resolve Microsoft 365 issues (Outlook, Teams, One Drive, Exchange Online).
• MFA configuration and account administration.
• Basic macOS support (preferred, not required).
• Printers, peripherals, and workstation performance issues.
• VPN access issues and basic network connectivity failures.
• Perform L2 tasks depending on skill level:
  • Workstation imaging, provisioning, and domain onboarding.
  • Group Policy troubleshooting.
  • Basic server awareness (permissions, shares, simple admin tasks).
  • Advanced Microsoft 365 admin tasks (mail flow rules, security settings, etc.).

• Follow standardized onboarding/offboarding checklists.
• Update configurations and passwords in IT Glue / MyGlue.
• Review RMM alerts and perform guided remediation steps.
• Assist with basic monthly maintenance tasks (patch checks, AV alerts, backup confirmations).

• Communicate proactively with clients about ticket progress.
• Deliver friendly, patient, professional customer service every time.
• Maintain service‑level expectations by managing time and ticket priorities effectively.
• Escalate tickets that require senior engineering support, with clear notes and troubleshooting steps already completed.

You don’t need to check every box—but you should be technically competent and eager to grow.

• 1–3+ years supporting end users in an MSP or IT help desk environment.
• Strong Microsoft 365 administration knowledge.
• Proficiency with Windows troubleshooting (hardware and software).
• Understanding of networking fundamentals (DNS, DHCP, IP addressing, VPN).
• Familiarity with RMM tools (Datto/Kaseya preferred).
• Experience using Autotask PSA (preferred).
• Ability to follow structured processes and documentation.

• Customer service mindset — calm, friendly, and solution‑focused.
• Strong time management and task prioritization.
• Ability to create new processes and supporting documentation.
• Ability to work independently and remotely without constant supervision.
• Willingness to learn new systems, tools, and security technologies.

• Familiarity with EDR tools and modern security stacks.
• Basic Power Shell experience.
• Knowledge of HIPAA, FTC Safeguards, or other compliance frameworks.

Hours:

9:00 AM to 5:00 PM CST (Monday–Friday). Occasional flexibility may be required for onboarding tasks or scheduled maintenance windows.

Active collaboration and clear processes.