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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # MSP Help Desk Technician - **Company:** Trust Llc - **Location:** Valparaiso, IN, United States (Remote available) - **Experience:** Experienced - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Adobe Acrobat, Data Analysis, Apple IOS, Backup Devices, Chrome OS, CompTIA Network+, Dynamic Host Configuration Protocol, Domain Name System (DNS), Firefox, Web Browsers, Hyper-V, Microsoft Office, Microsoft Servers, Microsoft Software, Routing, Productivity Software, Cloud Services, Transmission Control Protocol (TCP), Virtualization Technology, Data Logging, Peripherals, Firewalls (Computer Science), Computer Equipment, Information Technology, Vmware - **Published:** July 12, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=302bd18f6f94fc0b ## About the Role * 3+ years of experience in end user support/help desk environment * Outstanding communication skills and the ability to provide IT services by telephone, email, face to face or virtually * Required industry certifications include any combination of - CompTIA A+, CompTIA Network+, Microsoft Technology Associate (MTA) IT Infrastructure, Microsoft Office Specialist (MOS), Microsoft Certified Solutions Associate (MCSA), ITIL Foundation * Certifications associated with products & services offered by Trust Tech * Advanced support/troubleshooting knowledge of the following: * Microsoft Windows, ChromeOS, and iOS Operating Systems * Internet browsers including but not limited to IE, Chrome, and Firefox * Productivity software such as Microsoft Office and Adobe Acrobat * Virus and system health monitoring and remediation * Data backup solutions and services * Desktop and laptop computer hardware and peripherals * Printer support * Basic to intermediate support/troubleshooting knowledge of the following: * TCP/IP networks * DNS * DHCP * Firewall concepts and configuration * Switching concepts and configuration * Routing concepts and configuration * Microsoft Server 2008 R2 and newer * Virtualization technologies (VMWare, Hyper-V) * Cloud service concepts, Moderate physical effort is required. Most work is performed while sitting, using a desktop or laptop. Sitevisits will require standing, walking, and/or climbing stairs. Lifting of equipment up to 50lbs. unassisted maybe required at times. ## Description The Help Desk Technician is a position providing 1st and limited 2nd level support to Trust Tech, LLC staff and clients. The position is responsible for problem tracking, recording, resolution, and escalation of all IT supported products and services., * Provide 1st level contact and problem resolution for all internal and external customers related to hardware, software and applications * Actively monitor all IT services and address and/or escalate issues * Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases * Assist in the creation and maintenance of Standard Operating Procedures for all repeatable scheduled tasks * Create and maintain an inventory and check in/out procedures for Trust Tech hardware resources used by Professional Services staff * Assist in the scheduling coordination of engineering staff * Review and update Help Desk documentation as assigned * Review and recommend modifications to procedures with management * Gather, input and analyze data for regular reports distributed to internal and external customers * Courteously obtain and convey concise problem information for internal and external customers * Provide accurate and timely logging of problems and resolution for problems in the Service Order management system(s) * Escalate problems as appropriate following established policies and/or procedures * Act as a liaison between customers and engineering staff to ensure accurate problem interpretation. Maintain communication with customers during the problem resolution process * Maintain in-depth knowledge of Help Desk supported products and services * Testing and reporting results of testing conducted on new services and/or changes to existing services scheduled for release * Work with management to identify available Help Desk training that will enhance and improve support delivered to customers * Successful completion of training and certification requirements assigned by management. * Additional duties as assigned, Success in the Help Desk Technician position will be based on your ability to exceed our client's expectations in customer service, communication, and support, as well as your ability to monitor, operate, and administer internal systems, services, and managed service offerings effectively and efficiently. This will be accomplished by delivering outstanding customer service through resolving technical issues and escalating when necessary, coordinating services, and creating efficiencies in technical operations duties.The Help Desk Technician will be graded on meeting customer service/satisfaction goals, properly distributing information between Trust Tech staff and the client, and improving business acumen and technical skills. ## Related Videos - [WeAreDevelopers LIVE – AI and Privacy, On-Device AI and More](https://www.wearedevelopers.com/videos/1779-wearedevelopers-live-ai-and-privacy-on-device-ai-and-more) - [WebAssembly: The Next Frontier of Cloud Computing](https://www.wearedevelopers.com/videos/972-webassembly-the-next-frontier-of-cloud-computing) - [What makes Cybersecurity different for critical infrastructure?](https://www.wearedevelopers.com/videos/571-what-makes-cybersecurity-different-for-critical-infrastructure) - [WeAreDevelopers LIVE - CSS or BS?](https://www.wearedevelopers.com/videos/1850-wearedevelopers-live-css-or-bs) - [Generating code with Angular schematics](https://www.wearedevelopers.com/videos/129-generating-code-with-angular-schematics) - [Autism in Tech](https://www.wearedevelopers.com/videos/427-autism-in-tech) ## Related Articles - [Highest Paying Tech Companies for Developers](https://www.wearedevelopers.com/magazine/220-highest-paying-tech-companies-for-developers) - [Mastering Remote Work: Tips for Developers](https://www.wearedevelopers.com/magazine/558-mastering-remote-work-tips-for-developers) - [How Many Jobs Are Available in Technology?](https://www.wearedevelopers.com/magazine/450-how-many-jobs-are-available-in-technology) - [Fully Remote Software Engineer Jobs](https://www.wearedevelopers.com/magazine/447-fully-remote-software-engineer-jobs) - [Does The Tech Industry Have The Best Work-life Balance?](https://www.wearedevelopers.com/magazine/427-does-the-tech-industry-have-the-best-work-life-balance) - [Remote Work: Best Practices for Developers](https://www.wearedevelopers.com/magazine/315-remote-work-best-practices-for-developers)