Managed IT Services Technician

Job Description

Job Description

Position Overview

We are seeking a motivated and customer-focused Technician to join our team. In this role, you will provide technical support and IT solutions to our clients, handling a mix of help desk, remote, and on-site support across a variety of technologies. This is a great opportunity for a technician who enjoys solving problems, working directly with clients, and continuously building new skills in a fast-paced MSP environment.

Key Responsibilities

• Respond to client service requests by phone, email, and remote management tools while meeting established service level expectations.
• Provide both remote and on-site troubleshooting for desktops, laptops, servers, printers, networks, firewalls and mobile devices.
• Assist with cybersecurity best practices including endpoint protection, MFA, email security, vulnerability remediation, and security awareness initiatives.
• Install, configure, and maintain hardware, software, and peripherals for client environments.
• Perform routine maintenance including patch management, backups, and system monitoring.
• Diagnose and resolve issues related to Microsoft 365, Active Directory, networking (routers, switches, firewalls, Wi-Fi), and cloud services.
• Set up new user accounts, workstations, and equipment for onboarding and offboarding.
• Escalate complex issues to senior technicians or engineers as needed, providing clear documentation.
• Maintain accurate and detailed records of work performed in the ticketing/documentation system.
• Communicate clearly and professionally with clients, setting expectations and providing status updates.
• Continuously expand technical knowledge through company-sponsored training, certifications, and self-directed learning.
• Travel to client sites as needed within the local service area.

Required Qualifications

• 2+ years of experience in IT support, help desk, or a related technical role; MSP experience preferred.
• Working knowledge of Windows desktop/server operating systems, Microsoft 365, and general networking concepts.
• Familiarity with Active Directory, RMM/PSA tools, and remote support software is a plus.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills.
• Strong documentation skills
• Ability to explain technical issues to non-technical users
• Ability to work independently while collaborating with a team
• Ability to prioritize and manage multiple tickets/tasks in a fast-paced environment.
• Professional appearance and customer-focused attitude
• Valid driver's license and reliable transportation for on-site client visits.
• Relevant certifications (CompTIA A+, Network+, Security+, Microsoft, etc.) preferred but not required.

Compensation & Benefits

• Competitive salary commensurate with experience
• Company-paid medical insurance
• Company-paid dental insurance
• Company-paid vision insurance
• Paid time off and holidays
• 401(k) with company match
• 125 Cafeteria Plan that includes
  * Flexible Spending Account (FSA) - Unreimbursed medical expenses
  * Dependent Care Assistance Plan (DCAP) - Childcare expenses pre-tax
  * Premium-Only Plan (POP) - Insurance premiums pre-tax.
• Cell phone provided
• Company-paid technical training and certification opportunities