Help Desk Support Consultant/ Support Tech (Level 1)

Our Partner Client is an information technology solutions provider offering IT consulting services & support, custom programming & application development, infrastructure & build-outs, and cybersecurity.

As a Help Desk Support Consultant/ Support Tech (Level 1), you will work closely with some of our largest and most complex clients using your customer service and technical skills to solve their biggest problems and open up their biggest opportunities.

This is a full-time role, on a US shift and on a Work From Home set-up.

If you have the right skill set, this may be your opportunity to enter this fast-growing organization.

Duties And Responsibilities

• Manage expectations and timelines for tickets with clients
• Support multiple clients and projects (usually 3-4 at a time) both remotely and on-site
• Hands-on work with multiple technologies including basic firewalls, switches, servers, email services and general helpdesk support
• Document work performed at client meetings, including time spent, and report back to your manager with any follow up items
• Listen to your clients and their stakeholders, learning their business and tailoring your support to meet their needs
• Meeting with clients regularly to solve their problems
  
  

Qualifications

• At least 5 years of relevant experience in a Help Desk Support role or a similar position
• Must have experience working with Managed Service Providers (MSP)
• Microsoft 365 (Exchange, SharePoint, OneDrive, InTune) and Google Workspace administration
• Windows (8/10/11) and macOS support, including installation, configuration, and troubleshooting
• Experience with RMM and documentation tools (ConnectWise Command, IT Glue, Continuum RMM preferred)
• Network setups, upgrades, and troubleshooting (SonicWall, Meraki, Cisco Small Business, Ubiquiti)
• Basic to intermediate knowledge of TCP/IP, VPNs, firewalls, DNS, DHCP, and VLANs
• IT support experience with complex technology platforms, handling challenging tickets, and end-user on/offboarding
• Maintenance and administration of PCs, printers, servers, and related peripherals
• Onboarding new users, managing software licensing, and maintaining IT inventory
• Windows Server (2016/2019), Active Directory, Group Policy, and Hyper-V administration
• Cloud technologies (Microsoft 365, Google Workspace, Hosted Exchange, AWS EC2/S3)
• Backup and disaster recovery (Datto, Datto SAAS), planning and implementation