We are looking for a Senior Help Desk Technician who takes full ownership of client support outcomes in a fast-paced Managed Services Provider (MSP) environment. You will serve as a key member of our technical support team, responsible for delivering timely, high-quality troubleshooting and resolution of IT issues for our end clients.
You thrive with a high sense of urgency, strong attention to detail, and consistent execution — while delivering exceptional customer service and thinking on your feet to resolve issues quickly. As a trusted client-facing technician, you will ensure clients receive reliable support that keeps their businesses running smoothly.
If you are accountable, proactive, and passionate about solving problems while building strong client relationships, we want to hear from you.
Key Responsibilities
Ticket & Phone Support Ownership
- Respond promptly to incoming tickets and phone calls, working directly with end clients to troubleshoot and resolve a wide range of IT issues.
- Own support tickets from initial intake through resolution (or proper escalation), maintaining accountability within our ticketing system and meeting SLA targets.
- Provide clear, professional communication to clients throughout the support process, explaining technical concepts in easy-to-understand terms.
- Troubleshoot and support Active Directory, Microsoft 365 (including Exchange, Teams, and licensing), SharePoint/OneDrive, desktop applications, LAN/WAN connectivity, and common end-user hardware/software issues.
Technical Troubleshooting & Resolution
- Diagnose and resolve incidents involving Windows workstations, Office applications, email, file access, printing, and network connectivity.
- Perform root cause analysis for recurring issues and contribute to preventive solutions.
- Document all work thoroughly in the PSA/RMM system, including steps taken, resolution details, and knowledge base articles for future reference.
- Collaborate with engineers on escalated issues while continuing to expand your skillset and support junior team members when appropriate.
Client Experience & Continuous Improvement
- Deliver exceptional customer service with a calm, helpful demeanor — de-escalating situations and building long-term client trust.
- Identify opportunities to improve support processes, documentation, and client self-service resources.
- Participate in team knowledge sharing, training sessions, and contribute to internal documentation.
- Proactively monitor and follow up on open tickets to ensure timely resolution and client satisfaction.
Required Skills & Experience
- 3–5+ years of Help Desk or technical support experience in an MSP, IT services, or multi-client environment, with demonstrated advanced troubleshooting ability.
- Solid working knowledge of Microsoft 365 administration and troubleshooting, Active Directory / Entra ID user and group management, Windows 10/11 desktop support, SharePoint/OneDrive, and networking (LAN/WAN, Wi-Fi, VPN).
- Experience working within a Professional Services Automation (PSA) and Remote Monitoring & Management (RMM) platform (Autotask preferred).
- Strong customer service orientation with excellent verbal and written communication skills.
- Ability to manage multiple tickets simultaneously while maintaining SLA compliance and attention to detail.
Preferred Qualifications
- Certifications such as CompTIA A+, Network+, Microsoft 365 Fundamentals, or equivalent.
- Experience with Intune, Autotask, ConnectWise, or similar tools.
- Familiarity with security tools (EDR, email filtering) and basic compliance concepts.
What We’re Looking For (Key Traits)
- Ownership & Accountability: You take full responsibility for your tickets and client outcomes.
- High Urgency & Initiative: You respond quickly, follow through, and proactively prevent issues where possible.
- Detail-Oriented & Consistent: You produce accurate documentation and thorough resolutions.
- Adaptability & Problem-Solving: You think on your feet and develop practical solutions under pressure.
- Strong Customer Service Mindset: You are patient, empathetic, and skilled at de-escalating and building trust with clients.
- Team Player: You collaborate well, ask for help when needed, and support team growth.
- Understanding of B2B Service Relationships: You treat every interaction as an opportunity to strengthen client partnerships.
Benefits
- Competitive salary with performance incentives
- Health insurance
- Paid time off and company holidays
- Professional development and certification support
- Opportunity to grow within a growing MSP with real impact on clients and the company
Pay: $60,000.00 - $75,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Health insurance
- Paid time off
- Professional development assistance
- Referral program
- Retirement plan
- Vision insurance
Experience:
- Microsoft 365 Admin: 3 years (Preferred)
Work Location: In person
