Job Description

Job Description

About Us

We’re a dynamic Managed Services Provider (MSP) offering comprehensive IT solutions to small and mid-sized businesses. Our services include endpoint management, networking, cloud infrastructure, cybersecurity, data protection, and more. We’re known for delivering responsive support, deep technical knowledge, and a personalized client experience. We're seeking a skilled IT Support Engineer who can thrive in both helpdesk and field environments.

Position Overview

This role combines hands-on fieldwork with remote technical support across various

systems, networks, and cloud platforms. You’ll work closely with end-users, internal teams, and client stakeholders to resolve issues, complete installations, and deliver high-quality service.

Key Responsibilities

Technical Support & Troubleshooting

- Deliver Tier 1 and Tier 2 support for hardware, software, and networking issues across Windows, macOS, Linux, and UNIX systems

- Troubleshoot and repair operating system and connectivity problems (on-site and remote)

- Install, configure, and manage endpoint computing systems and applications

- Provide virtual desktop support and assist with connectivity issues

- Use remote support tools and knowledge base resources for diagnostics and resolution

Customer Service & Communication

- Respond to service requests promptly and clearly communicate status updates

- Document all service activities in the ticketing system

- Provide users with guidance to avoid recurring issues

- Escalate complex issues while maintaining ownership and communication

System Maintenance & Projects

- Perform preventative maintenance and health checks on client systems

- Participate in IT projects including deployments, migrations, and rollouts

- Maintain security compliance (device security, account access, documentation)

- Contribute to process documentation and knowledge base development

- Support disaster recovery plans and cloud-based backup systems

Minimum Qualifications

- U.S. Citizenship required

- High school diploma or GED required

- Minimum of 1 years of experience in a technical support role (e.g., help desk, service desk, desktop support)

- Strong knowledge of Windows OS, networking fundamentals, and productivity suites (e.g., Microsoft 365)

- Experience supporting Windows Server environments (2016 and newer)

- Proficiency with remote support tools and ticketing systems

- Familiarity with system imaging, endpoint security, and cloud-based platforms

- Ability to type 35 WPM minimum

- Valid driver’s license and reliable transportation (for field work)

Required Technical Skills

- At least 1 years of PC support, diagnostics, and troubleshooting experience

- Working knowledge of PC hardware, OS configuration, and basic networking

- Experience installing, configuring, and supporting endpoint applications

- Intermediate-to-advanced experience supporting virtual desktops and remote users

- Solid grasp of MS Office applications and remote communication platforms

- Experience troubleshooting and supporting Linux/UNIX systems

Physical Requirements

-Ability to lift and carry up to 25 pounds unassisted

-Ability to climb and stand on ladders for extended periods of time

Desired Skills & Qualifications

- Bachelor’s or Associate’s Degree in IT, Computer Science, or related field

- IT Certifications such as A+, Network+, Server+, MCSA, Microsoft Fundamentals, ACMT, or ACSP

- ITIL v4 Foundations certification or experience in ITIL-aligned environments

- Experience supporting macOS and Apple hardware

- Typing speed of 50+ WPM

- Familiarity with ISO 2900 quality management or structured ITSM processes

- Proven ability to deliver excellent service in a fast-paced, client-focused IT environment

Why Join Us?

- Exposure to a wide range of modern and legacy technologies

- Growth opportunities through hands-on experience and training

- Flexible and collaborative work environment

- Opportunity to make a direct impact with clients and internal operations