IT Operations and Helpdesk Support

Must have:

• High School Diploma or equivalent (GED) is mandatory.
• Associate or bachelor’s degree in a related field is preferred.
• Active Microsoft and Cybersecurity certifications (e.g., Security, SC-900) are desired but not required at hire.
• Willingness to pursue necessary industry certifications (e.g., Microsoft, CompTIA) within the first year of employment.
• A minimum of 1 year experience supporting end users in a managed service provider (MSP) or IT helpdesk environment is essential (Level I).
• Strong working knowledge of Windows 10/11, Microsoft Server, Active Directory, and M365 administration is required.
• Familiarity with Multi-Factor Authentication (MFA), EDR/Antivirus tools, Spam Filtering, and Phishing recognition is important.
• Understanding of LAN/WAN, DNS, DHCP, Firewalls, Switching, and Wi‑Fi is necessary.
• Proficiency in tools like Autotask, Datto/Kaseya, and IT Glue is highly preferred.
• Security-minded approach with the ability to prioritize safety in every action.
• Excellent verbal and written communication skills are essential for success.
• Ability to lift and move IT equipment weighing up to 75 pounds unassisted.
• Must possess a valid U.S. Driver’s License with a clean driving record.
• Must be legally authorized to work in the United States without sponsorship.

Responsibilities:

• Act as the initial point of contact (via phone, email, or portal) for incoming support requests.
• Troubleshoot issues related to Windows 10/11, Microsoft 365 (Outlook, Teams, One Drive, Exchange), MFA setup, printers, and basic network connectivity (DNS, DHCP, VPN).
• Confirm user identities before proceeding with password resets or access modifications.
• Thoroughly document the client’s issue, including environmental details and history, to prioritize requests appropriately.
• Execute workstation imaging, Group Policy troubleshooting, advanced networking (VLANs), and basic server & M365 administration depending on your skills.
• Manage ticket lifecycle from intake to closure using Autotask, providing regular updates to clients.
• Maintain up-to-date configurations and passwords in IT Glue and assist Technology Alignment Managers (TAMs) with current system documentation.
• Analyze alerts from RMM and EDR tools, and perform guided remediation for security threats, patch issues, and backup discrepancies.
• Aid in the deployment and troubleshooting of Multi-Factor Authentication (MFA) for enhanced client data protection.
• Set and manage client expectations; effective communication is crucial.
• Identify recurring issues, particularly security risks, and escalate them to the TAM or vCIO for long-term resolutions.

Company:

At Northern Hills Technology, located in Spearfish, SD, we specialize in bridging the gap between complex technology and user success. Our dedicated team understands that each support ticket signifies a person striving to perform their job efficiently. We prioritize proactive technological solutions and clear communication, providing our clients with peace of mind through secure and efficient IT systems. This full-time position offers a competitive salary range of $18.00 – $26.00 per hour, depending on experience, with benefits including health, dental, vision, and life insurance, along with paid time off and professional development opportunities.