IT Help Desk Technician

As a Remote Help Desk Technician (Level 2), you will provide remote support, troubleshoot issues, resolve tickets, and follow MSP best practices. You will work with Windows/macOS devices, Microsoft 365 environments, common SMB networks, and various line-of-business applications.

Duties/Tasks to Perform:

• Provide remote support via phone, PSA ticketing system, and remote-control tools.
• Troubleshoot common IT issues (M365, Windows/macOS, printing, VPN, email, etc.).
• Respond to RMM alerts (patching failures, AV alerts, offline endpoints).
• Perform basic system administration (M365 accounts, Azure AD identity issues).
• Escalate complex issues with complete notes and diagnostics.
• Follow MSP workflows including SLAs, ticket documentation, and escalation rules.
• Maintain detailed, accurate ticket notes and real-time time entries.
• Understanding MSP workflows, PSA/RMM tools, SLAs, and documentation s...