IT Support Services Technician

This role is responsible for serving as a front-line technical resource for end users across our client base in a managed service provider environment. This role provides responsive remote support, troubleshoots day-to-day technical issues, documents customer interactions, escalates requests when appropriate, and helps ensure a reliable, friendly support experience for everyone who contacts us.

The ideal candidate is genuinely customer-service focused, thrives as a self-starter, and can stay productive and accountable without close supervision. This individual communicates clearly with technical and non-technical users, takes ownership of assigned tickets, and contributes to a positive client experience through patient, efficient, and professional support.

• Serve as the first point of contact for end users who need remote technical assistance
• Research, resolve, and respond to inquiries in a timely manner, exceeding SLA expectations
• Manage assigned tickets from intake through resolution
• Document all customer interactions, troubleshooting steps, and issue resolutions

• Address RMM and security alerts across all managed platforms, endpoints, servers
• Perform proactive maintenance including patch management and deployment
• Identify recurring alert patterns and recommend automation or configuration changes to reduce noise and prevent repeat incidents
• Install, maintain, and troubleshoot software, hardware, peripherals, and connected devices
• Provide support for Windows and/or Mac operating systems, Microsoft 365 applications, and common user access issues
• Assist with basic Google Workspace and Microsoft 365 and Azure AD / Entra , including password resets, account provisioning, and basic user or device management

• Provide courteous, patient, and efficient assistance to every end user
• Inform customers of repairs needed, answer basic questions, and confirm customers understand and are satisfied with completed work
• Communicate clearly with both technical and non-technical users throughout the support process

• 3 or more years of experience in a helpdesk, desktop support, or technical support role, ideally supporting multiple clients or accounts in an MSP environment
• Hands-on troubleshooting experience with Windows and/or Mac operating systems, Microsoft 365 applications, and common hardware or peripheral issues
• Experience working with a ticketing system and remote support or remote access tools in a professional support setting
• Working familiarity with Microsoft 365 and Azure AD / Entra , including password resets, account provisioning, and basic user or device management
• Working familiarity with Google Workspace administration, including password resets, account provisioning, and basic user or device management
• Basic understanding of networking fundamentals, including DNS, DHCP, VPN, and Wi‑Fi troubleshooting
• Strong customer-service orientation with the ability to communicate clearly and patiently with both technical and non‑technical end users