This is a remote position.

SUMMARY

We’re hiring an IT Support Technician (Level 3) to take ownership of Help Desk operations in a fast-paced MSP environment. This role is focused on solving issues efficiently, managing multiple tickets, and delivering a strong client experience. You’ll work across multiple client environments, handling issues end-to-end while maintaining clear communication and documentation.

JOB RESPONSIBILITIES

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  You manage your ticket queue without getting overwhelmed
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  You solve issues quickly and move on, without getting stuck researching
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  You communicate clearly and keep tickets consistently updated
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  You take ownership and follow issues through to completion
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  You identify patterns and help improve how we operate
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  Handle escalations
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  Highly client-facing
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  Document and organize the help desk

QUALIFICATIONS

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  Experience in a ticket-driven support environment (MSP experience strongly preferred)
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  Comfortable managing multiple tickets at once and prioritizing effectively
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  Strong troubleshooting skills — able to diagnose and resolve issues efficiently
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  Ability to escalate appropriately without over-researching
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  Clear communicator — comfortable working with non-technical users
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  Organized, self-motivated, and able to manage your own time
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  Strong documentation habits and attention to detail
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  Strong experience with Microsoft environments (Windows Server, Office365, Azure AD)
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  Solid understanding of networking concepts (routers, switches, firewalls, VPNs)
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  Experience with virtualization platforms (VMware, Hyper-V, or similar)
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  Comfortable troubleshooting both hardware and software issues end-to-end
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  Nice to Have
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  Autotask (PSA)
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  N-able / SolarWinds (RMM)
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  Exposure to automation or scripting (PowerShell, etc.)
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  Experience with accounting or business applications (QuickBooks, Sage, etc.)

JOB REQUIREMENTS

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  Should be willing to accept a long-term work-from-home arrangement.
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  Should be amenable to a permanent night shift schedule.