Original listing text, shown exactly as published by the company.
What You'll Do
- Receive, triage, and respond to inbound support tickets via phone, email, and ticketing platform within defined SLA windows.
- Assist in diagnosing and troubleshooting basic hardware, software, networking, and connectivity issues for end users.
- Support remote desktop sessions, basic account management tasks (Active Directory / Azure AD), and simple network troubleshooting under guidance.
- Document all interactions, steps taken, and resolutions thoroughly in the PSA/ticketing system (e.g., ConnectWise, Autotask, HaloPSA).
- Escalate complex or unresolved issues to senior engineers with clear, detailed handoff notes.
- Assist with user onboarding and offboarding tasks including device setup and access provisioning.
- Contribute to the internal knowledge base by documenting common fixes and workarounds.
- Maintain professionalism and clear communication throughout the support lifecycle.
Required Qualifications
- A genuine passion for IT and a strong desire to grow within a Managed Services Provider (MSP) environment.
- Basic working knowledge of Windows 10/11, Microsoft 365, and common business applications.
- Foundational understanding of networking concepts: TCP/IP, DNS, DHCP, and VPN.
- Strong written and verbal communication skills with a customer-first mindset.
- Ability to follow processes, take direction, and escalate appropriately.
- Availability Monday–Friday, 8:00 AM – 5:00 PM PST.
Nice to Have
- CompTIA A+ certification or currently working toward it.
- Any exposure to PSA tools (ConnectWise, Autotask, or equivalent) or RMM platforms.
- Basic familiarity with Azure Active Directory or Microsoft Intune.
- Any hands-on experience in a helpdesk, IT internship, or lab environment.
Please NOTE It is crucial that you complete the application form in full. As part of the application process, you will be required to record a video. If your application is successful, you will receive an email confirming next steps — the video is the first step of the interview process. If you do not record a video, we will not be able to consider you for ANY open roles.
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