IT Support Professional

A Limetree Labs IT Support Professional is the frontline guardian of client productivity and trust, serving as the first point of contact for clients across multiple organizations who are experiencing technical issues ranging from password resets and software glitches to connectivity problems and critical system outages. This role demands rapid diagnosis and resolution (or confident escalation) of client issues via phone, remote sessions, and ticketing systems while maintaining clear, empathetic communication under pressure. Other duties include keeping clear and concise ticket notes detailing your troubleshooting and resolutions. Updating documentation and checklists as needed. And keeping accurate time tracking via our ticket systems.

You will also serve as an escalation point for Support Technicians. You will be instrumental in client retention by consistently delivering fast, accurate, and exceptional support. You will directly reinforce Limetree Labs' core promise of a proactive, reliable IT partnership. You will not just fix problems but also be a key contributor to the company's reputation, financial stability, and culture of ownership and excellence.

Key Responsibilities

· Serve as the primary/first point-of-contact for all client IT support requests via phone, and ticketing system

· Triage, prioritize, and dispatch incoming tickets according to SLA urgency (Emergency, High, Medium, Low)

· Perform rapid remote diagnosis and resolution of issues including password resets, MFA troubleshooting, Outlook/Exchange problems, Office 365 application issues, client specific application issues, printer/network connectivity, VPN, Windows/Mac OS troubleshooting, basic server alerts, endpoint security alerts, and VoIP problems

· Perform work on escalated tickets from Support Technicians

· Accurately document all troubleshooting steps, communication with customers, and resolution details in ticketing system

· Escalate tickets with clear, detailed notes and proper priority when issues exceed scope or skill set

· Perform routine client offboarding tasks according to documented checklists

· Maintain client-specific documentation and knowledge base articles; contribute new articles when undocumented solutions are discovered

· Meet or exceed individual and team SLAs: First response and resolution

· Participate in after-hours rotation for after-hours emergency support

· Continuously expand technical knowledge through internal training, certifications

· Attend Service Desk Scrum Monday, Wednesday, and Friday at 8:15am

· Attend Quarterly Battleship Meetings

· Attend Annual Meet Up, · Provides timely and effective support by resolving tickets within established response and resolution time goals while maintaining a high level of customer satisfaction.

· Communicates clearly and professionally with users, keeping them informed of progress, setting expectations, and explaining technical concepts in an understandable way.

· Demonstrates strong troubleshooting skills by accurately diagnosing issues, resolving problems efficiently, and escalating complex issues appropriately when necessary.

· Maintains accurate documentation by thoroughly updating tickets, creating knowledge base articles, and documenting solutions to improve team efficiency and consistency.

· Contributes to continuous improvement by identifying recurring issues, recommending process improvements, and proactively helping prevent future problems for clients and team members., * How do you prioritize multiple support requests when everything feels urgent?

• Tell me about a time you dealt with a frustrated user. How did you handle it?
• Have you worked in an MSP or fast-paced support environment before? If so, what was your experience like?
• Are you available to travel when needed, and do you have all necessary documents required for air travel?
• Can you walk me through how you would troubleshoot a user who reports they cannot access the internet while everyone else in the office can?
• What experience do you have with common IT support tools and environments such as Microsoft 365, Active Directory, RMM tools, ticketing systems, or networking equipment?

· Strongly Preferred MSP work experience.

· 3+ year experience in IT support, provisioning, help desk, or technical operations preferred.

· Strong understanding of Windows PCs, laptops, printers, Microsoft 365, and basic networking.

· Strong troubleshooting and diagnostic skills across Windows, macOS, and common Linux distros.

· Experience with Active Directory, user management, and endpoint setup preferred.

· Strong organizational skills with high mindfulness.

· Experience with Microsoft 365, Active Directory, Azure AD, and Exchange

· Familiarity with RMM and PSA tools (e.g., Halo PSA, NinjaOne, Hudu, and ScalePad)

· Networking knowledge: TCP/IP, DNS, DHCP, firewalls, VPNs, VLANs

· Direct experience with routers, switches, and wireless technologies

· Scripting or automation skills a plus (PowerShell, Bash, Python)

· Familiarity with cybersecurity best practices

· Ability to prioritize tasks and manage multiple requests simultaneously.

· Excellent communication and customer service mindset

· Ability to lift and move standard computer equipment when needed.

· Valid driver's license preferred for occasional local client deliveries or set-ups.

Soft Skills & Work Style

· Excellent interpersonal and customer service skills

· Strong written and verbal communication skills

· Able to work independently and manage time across remote, office, and field environments.

· Reliable transportation and valid driver's license

· Documents needed for Air travel

· Comfortable adapting to various client environments and business cultures

Certifications (Preferred, Not Required)

· CompTIA A+, Network+, or Security+

· Microsoft Certified: Modern Desktop Administrator Associate or equivalent

· Cisco CCNA or other network certifications

· Other vendor-specific certs (e.g., Sophos, Fortinet, Datto) are a plus.

Pulled from the full job description

• Health insurance
• 401(k) matching
• Paid time off
• Paid holidays
• Opportunities for advancement, · Growth-focused company with advancement opportunities

· Positive and professional team culture

· Exposure to a wide variety of technologies

· Meaningful work helping local businesses thrive.

· Competitive pay, top pay in the industry, benefits, and PTO, Limetree Labs provides a competitive salary and benefits package which offers Medical, Paid Time Off, and Paid Holidays. Limetree Labs is a fun and challenging place to work, and we are focused on creating great opportunities for our employees, their families, our customers, as well as the communities we serve.

Limetree Labs is an equal opportunity employer that values team members who bring integrity, a strong work ethic, and a desire to grow. All aspects of employment, including hiring, promotion, discipline, and termination, are based on merit, competence, performance, and business needs. We celebrate diversity and are committed to fostering an inclusive environment for all candidates and employees. We believe that diversity and inclusion are critical to our success, and we actively seek to recruit, develop, and retain talented individuals from a wide range of backgrounds.

Commitment means dedicating yourself to a person, cause, or activity, involving a firm promise, pledge, or strong sense of loyalty, often requiring time, energy, and unwavering effort, even through difficulties.

Benefits:

• 401(k) matching
• Health insurance
• Paid time off

Limetree Labs is a fast-growing Managed IT Services provider helping businesses succeed through technology. We deliver responsive support, secure systems, reliable infrastructure, and exceptional client experiences. Our team values professionalism, accountability, innovation, and doing the right thing for our clients every time.