IT Support Technician Provides first-line desktop and end-user technical support for the clients of a small IT Managed Services Provider. This is a hands-on support role focused on diagnosing and resolving real end-user and workstation issues, not just answering calls or routing tickets.

The technician works directly with users, troubleshoots problems remotely, supports Windows PCs and Microsoft 365 environments, documents work clearly, and escalates issues appropriately when needed. This role has strong potential for growth and advancement as skills, experience, and responsibility increase.

Requires skills in:

• Windows PC setup, deployment, troubleshooting, maintenance, and management

• User account setup, onboarding/offboarding, access troubleshooting, password resets, and MFA support

• Basic networking and connectivity troubleshooting

• Printers and peripheral support

• Microsoft 365 administration and support

• Microsoft Office application support

• General hardware and software troubleshooting

• Remote support tools and ticketing systems

• Strong spoken and written English skills

Ability and willingness to learn new technologies, tools, and support processes Important soft skills:

• Strong communication skills

• Friendly, professional customer service

• Organized and detail-oriented

• Dependable and responsive

• Patient and calm when helping frustrated users

Other important abilities:

• Critical thinking and problem-solving

• Able to diagnose issues, not just follow scripts

• Able to work independently and as part of a team

• Good judgment on when to escalate issues

• Able to prioritize and manage multiple requests

• Able to document findings, actions taken, and resolutions clearly

• Willingness to learn, accept coaching, and continue developing technical skills

3–5 years of previous experience in a similar IT support role required. MSP experience preferred.