MSP Help Desk Tech

Company Overview

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life through local community involvement. We are seeking a Help Desk Technician to join our Managed Services team and support a diverse portfolio of business clients.

This role is ideal for an experienced technician who has moved beyond basic troubleshooting, can work tickets independently, and understands the pace, priorities, and professionalism required in an MSP environment.

We are currently hiring for a 4x10‑hour shift schedule, which includes some weekend days and Mondays, with the opportunity to adjust shifts on an 8‑week rotation and potential weekend shift differential.

• Provide Tier 2 technical support for multiple business clients in an MSP setting.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, hardware, printers, peripherals, and line‑of‑business applications.
• Perform basic network troubleshooting (DNS, DHCP, connectivity, VPN, Wi‑Fi).
• Use remote management and remote desktop tools to diagnose and resolve issues efficiently.
• Accurately triage, prioritize, and manage tickets based on urgency, business impact, SLAs, and scope.
• Escalate complex or infrastructure‑level issues appropriately while remaining engaged through resolution.
• Communicate clearly and professionally with clients via phone, email, and chat, setting expectations and providing status updates.
• Document resolutions, procedures, and known issues to support knowledge sharing and continuous improvement.
• Follow MSP best practices, security standards, and documentation requirements.
• Resolve most tickets in‑office via remote tools; travel to customer site as required.

• 2–5 years of experience in a help desk, service desk, or IT support role, preferably in an MSP or multi‑client environment.
• Hands‑on experience supporting business users in fast‑paced, ticket‑driven environments.
• Working knowledge of Windows
  10/11, Windows Server basics, and Microsoft
  365 (Outlook, Teams, One Drive, SharePoint fundamentals).
• Associate or bachelor’s degree in information technology, Computer Science, or related field, or equivalent professional experience.
• Industry certifications such as CompTIA A+/Network+, Microsoft, or similar.

• Strong troubleshooting and analytical skills with the ability to resolve most issues independently.
• Excellent customer service mindset and confidence supporting non‑technical users.
• Effective communication at both technical and business‑user levels.
• Strong time‑management and organizational skills in a multi‑client, high‑volume environment.
• Ability to adapt quickly, stay approachable under pressure, and manage shifting priorities.
• Team‑oriented and dependable, with a strong sense of ownership and follow‑through.
• Detail‑oriented with consistent and accurate documentation habits.
• Ability to pass a fingerprint‑based background check.

• Remain stationary for extended periods.
• Ability to communicate information.
• Ability to bend, kneel, and stand.
• Ability to operate a computer and hand tools.
• Possess/maintain a valid driver’s license.
• Travel requirement.
• Ability to pass a fingerprint‑based background check.

• Free internet and discounts on ALLO services.
• 401(k) match up to 5%.
• Medical, vision, and dental coverage with low employee costs.
• Quarterly wellness challenges with cash rewards.
• Earned Time Off (ETO) program.
• Tuition assistance for continuing education.
• Philanthropy support for local fundraisers.

ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. Qualified individuals with disabilities who require reasonable accommodations may contact Recruiting at  ALLO is a Drug‑Free and Tobacco‑Free Workplace.