Job Description
Summary
Our staffing firm partners with U.S.-based clients, many of which are Managed Services Providers (MSPs). We currently have multiple openings for Remote / Offshore Level II IT Help Desk Support Technicians . This position requires proven experience in supporting business desktop and server environments, including Windows 10 workstations, Windows Server 2016 & 2019, intermediate networking, and vendor-specific hardware/software solutions.
Duties & Responsibilities
Serve as the primary contact for Windows desktop issues
Provide end-user technical support and troubleshooting
Assist with administration and support of Windows Servers
Monitor system alerts and respond according to established protocols
Handle escalated service desk requests requiring advanced troubleshooting
Support onboarding of new users (accounts, access, setup)
Deliver network support across LAN/WAN environments
Install and maintain network hardware
Ensure timely resolution of issues while maintaining documentation standards
Qualifications & Requirements
Prior experience working for a Managed Services Provider (MSP) is required
Minimum of 3 years in IT support roles (Help Desk, Desktop Support, IT Support Analyst, Service Desk, User Support, etc.)
Hands-on experience with Remote Monitoring & Management (RMM) tools such as ConnectWise, Kaseya, or Ninja
Familiarity with Professional Services Automation (PSA) / ticketing systems , such as Autotask
Exposure to firewall and network administration (SonicWall, Meraki)
Strong troubleshooting background across networks, servers, and workstations
Excellent customer service skills with a professional and courteous approach
Strong written and verbal communication skills, including group presentation experience
Dependable, with a consistent work ethic
Eagerness to learn and expand technical expertise
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