About the Role
- Team: Service Desk / Support
- Location: Onsite
- Hours: Monday through Friday 8AM – 5PM
- Start Date: Flexible
How We’ll Set You Up for Success
- Comprehensive onboarding to understand our service structure, ticketing system, and technology stack
- Access to senior-level resources and a collaborative environment for escalated issues
- Opportunities for technical leadership, mentorship, and day-to-day supervisory development
- Ongoing training and certification support, aligned with your professional goals
What You’ll Do
- Serve as a technical escalation point for helpdesk technicians, assisting with complex issues and guiding resolution paths
- Support Level 1 and Level 2 team members by answering technical questions and encouraging skill development through hands-on guidance
- Monitor ticket activity and quality, helping ensure documentation standards and SLAs are being met
- Assist in coordinating team availability by helping review timecards, managing PTO visibility, and supporting the Technical Services Coordinator with resourcing clarity
- Provide real-time coaching during ticket handling, helping the team improve accuracy, efficiency, and troubleshooting techniques
- Collaborate with the Technical Services Coordinator to support appropriate ticket assignments and task ownership
- Actively work support tickets alongside the team, maintaining personal technical contribution while setting a quality standard
- Encourage and participate in knowledge base documentation, helping capture lessons learned and repeatable solutions
- Relay relevant feedback to leadership regarding team performance trends or recurring technical issues
- Help foster a positive, accountable, and solutions-driven team environment through daily interactions and supportive leadership
About You
- 5+ years of hands-on IT support experience, preferably in an MSP or high-volume helpdesk setting
- Proven experience in support escalation, mentoring junior technicians, and handling complex troubleshooting
- Strong understanding of Windows Server environments, Active Directory, DNS, DHCP, and group policy
- Proficiency with Microsoft 365, Azure, and related cloud/hybrid infrastructure
- Hands-on experience with firewall management (e.g., WatchGuard, SonicWall, Sophos), network devices, and endpoint security
- Strong communication and leadership skills, with a customer-first approach
- Highly organized with attention to ticketing detail, documentation standards, and team coordination
Nice-to-Haves
- Certifications such as Microsoft 365 Certified, Azure Administrator, CCNP, or WatchGuard
- Experience with ConnectWise Manage or similar PSA/RMM platforms
- Familiarity with backup and disaster recovery platforms, VoIP, or monitoring tools
- Exposure to ticket triage, alert response, or NOC-style environments
About ComSys
At ComSys, we believe that great IT support is built on strong processes, expert technicians, and a team-focused culture. We’re committed to helping employees grow their careers through hands-on experience, mentorship, and exposure to modern IT systems.
Join Us
If you’re an experienced Level 3 tech looking for a leadership path that balances technical depth with team accountability, we’d love to have you on board.
