Senior Desktop Support Technician | MSP

We are seeking a technically skilled and service-oriented Support Technician II to join a fast-paced service desk supporting healthcare-focused clients. This role is ideal for someone who enjoys hands-on problem solving, working across diverse systems, and being the first point of contact for technical issues.

You’ll support end users across multiple environments, troubleshoot a wide range of hardware/software issues, and contribute to maintaining high service standards in a client-facing IT support model. The position also includes opportunities to mentor peers, participate in client projects, and grow within a managed IT services environment.

Hybrid - 1 day/wk onsite in Richmond, KY

Core Responsibilities

• Act as the first escalation point for incoming support requests via phone, email, and ticketing system
• Diagnose and resolve workstation, application, and connectivity issues across Windows/Mac environments
• Manage and update service tickets while meeting response and resolution targets
• Escalate complex issues with clear documentation and recommended next steps
• Support Microsoft 365 applications including collaboration and cloud tools
• Perform basic network troubleshooting (VPN, DNS, DHCP, connectivity issues)
• Assist with Active Directory tasks, permissions, and user access support
• Coordinate with third-party vendors for healthcare application support (EMR/EHR systems)
• Identify recurring issues and contribute to process or knowledge base improvements
• Provide informal training and guidance to end users and junior team members
• Communicate proactively with clients regarding updates and issue resolution status

• 2-3+ years in IT support, helpdesk, or MSP environment
• Experience supporting healthcare clients or clinical systems strongly preferred
• Familiarity with Microsoft 365 administration and endpoint troubleshooting
• Exposure to ticketing systems (ConnectWise or similar tools)
• Understanding of networking fundamentals and Active Directory
• Certifications such as CompTIA A+, Network+, Security+ (or equivalent experience) preferred
• Strong communication skills and comfort working directly with end users and leadership

Pulled from the full job description

• Professional development assistance
• Tuition reimbursement
• 401(k)
• Health insurance
• Retirement plan
• 401(k) matching
• Paid time off, * 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Tuition reimbursement
• Vision insurance