• The ideal candidate will provide exceptional technical support to our clients, resolving issues related to desktop systems, networking, and software applications
• Provide first-line technical support to clients via phone, email, or remote access, addressing issues related to hardware, software, and network connectivity
• Troubleshoot and resolve desktop support issues, including operating system errors, application issues, and peripheral device problems
• Assist with user account management, password resets, and permissions in Microsoft Active Directory (AD) and Azure Active Directory (AAD)
• Log, track, and manage support tickets using ConnectWise, ensuring timely resolution and accurate documentation
• Escalate complex issues to Level 2 technicians or other specialized teams while maintaining clear communication with clients
• Perform basic network troubleshooting, including connectivity issues, VPN access, and basic router/switch configurations
• Provide excellent customer service, ensuring client inquiries are handled professionally and promptly
• Assist with onboarding new users, including setting up workstations, email accounts, and software installations
• Maintain up-to-date knowledge of IT best practices, company processes, and client systems

Contribute to team documentation, including knowledge base articles and standard operating procedures

• 1–2 years in helpdesk or technical support, ideally with an MSP
• Proficient in Active Directory (AD) and Azure AD
• Skilled in Windows/macOS, Microsoft Office, and networking basics
• Experience with ConnectWise or similar tools

Flexible schedule; occasional after-hours support

This role requires strong exceptional service skills, foundational knowledge of IT systems, and hands-on experience with key tools and technologies, including Microsoft Active Directory (AD), Azure Active Directory (AAD), Fortinet networking, and ConnectWise ticket management