Pacific IT Support is looking for a full time remote Help Desk Engineer to support our client base across Maui, HI and Bellingham, WA.
As a company, we believe we are only as good as our employees and do our best to provide an environment of hard work, fun, and personal development.
POSITION OBJECTIVE
This role is built for someone who lives and breathes Microsoft 365. You'll be the front line for end users across Exchange Online, Teams, SharePoint, OneDrive, and Intune, handling day-to-day support tickets with speed and clear communication. Strong M365 admin skills matter more here than deep networking chops. You should be comfortable troubleshooting under pressure, explaining things simply to non-technical users, and keeping tickets moving without babysitting.
REPORTING STRUCTURE
Reports directly to the Service Manager.
PRINCIPAL DUTIES
- End user support (remote, ticket-based via Autotask)
- M365 administration: Exchange Online, Teams, SharePoint, OneDrive, Entra ID (Azure AD)
- Intune device management and enrollment
- Security tooling awareness: Defender for Business, Conditional Access, ThreatLocker
- DAILY time entry accounting for at least 8 hours
- Documentation of client environments
- T&M service requests
- Backup maintenance and monitoring alerts (Datto RMM)
- Configuration/troubleshooting of Outlook, MS Office Suite
- Add/remove users, manage licensing, group permissions, mailbox config
- Takes ownership of tickets through to full resolution
KNOWLEDGE AND EXPERIENCE
- 2-4 years in IT support or help desk, MSP experience strongly preferred
- Deep, hands-on M365 admin experience required (not just user-level familiarity)
- Microsoft certifications a plus (MS-900, MD-102, or similar)
- Knowledge of Autotask a plus
- Knowledge of Datto RMM a plus
- Knowledge of Intune a plus
- Basic networking troubleshooting (DNS, DHCP, VPN client issues) helpful, not a core requirement
- Reliable home internet and dedicated remote workspace required
APTITUDE & INTERPERSONAL SKILLS
- Client first mindset
- Strong written and verbal communication (this matters more remote, not less)
- Self-starter, comfortable working autonomously
- Good multi-tasking and ticket triage instincts
- High degree of confidentiality and punctuality
- Ability to work well with a fully distributed team
KEY PERFORMANCE INDICATORS
- Ticket close rate >96%
- Avg resolution time <30 minutes
- Reactive ticket volume <15% of total
- Minimum 32 billable hours/week
- Client satisfaction
Employment Type: Full-time, remote
Payscale: Negotiable on experience
A few things I flagged instead of guessing:
- Original doc said "Part-time" at the bottom but described a full-time role with 32 billable hrs/week. I went with full-time, confirm that's right.
- Location scope - is this open to fully remote/offshore candidates (like Jesus, Elizabeth, Yewande) or does it need to be US-based/specific time zones for coverage? Changes the pay and sourcing strategy a lot.
- Dropped the driver's license and hardware install stuff since it's remote. If there's still occasional onsite expectation, let me know and I'll add it back.
Want me to turn this into a docx once you've marked it up, or keep it in text for now?
Pay: $20.00 - $150.00 per hour
Benefits:
- Paid time off
- Professional development assistance
Experience:
- Customer service: 6 years (Required)
Work Location: Remote
