Required Qualifications: 

• 1-2+ years of experience in a help desk, technical support, or IT service desk role (MSP or multi-client environment preferred). 

• Strong foundational knowledge of Windows 10/11 operating systems, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint), and common desktop applications. 

• Basic understanding of networking concepts, including IP addressing, DNS, DHCP, and VPN connectivity. 

• Familiarity with remote support tools such as ConnectWise Control, LogMeIn, Datto or similar platforms. 

• Experience with ticketing systems (e.g., ConnectWise Manage, Zendesk, Freshdesk, or ServiceNow) and ability to document issues clearly and thoroughly. 

• Excellent communication skills, both verbal and written, with the ability to explain technical concepts to non-technical users. 

• Strong customer service orientation with a calm, patient, and professional demeanor under pressure. 

• Ability to prioritize and manage multiple tasks in a fast-paced environment while maintaining attention to detail. 

• Willingness to learn and grow, with a proactive attitude toward acquiring new technical skills and certifications. 

• Experience installing, troubleshooting, and maintaining peripherals (scanners, fax machines, printers, etc.) 

• Experience troubleshooting standard hardware issues and running diagnostics 

• Demonstrated experience following standard IT Security practices 

• An understanding of how a small change can impact the bigger picture of a technology network 

• A passion for developing hard and soft skills and career advancement  

Preferred Qualifications 

• CompTIA A+, Network+, or ITIL Foundation certification (or willingness to obtain within 6 months of hire). 

• Experience with Active Directory (user account creation, password resets, group membership). 

• Exposure to cloud platforms such as Microsoft Azure or Google Workspace. 

• Basic scripting or automation knowledge (e.g., PowerShell, batch files) is a plus. 

• Familiarity with cybersecurity best practices, including phishing awareness and endpoint protection tools.