IT Support Technician - MSP Client Support

OPTRIC is hiring an IT Support Technician to provide day-to-day technical support for our clients, with secondary responsibilities supporting our Internal IT team. This role is primarily client-facing, handling ticket resolution and troubleshooting for OPTRIC clients, while also providing backup coverage for internal helpdesk needs.

This is an on-site position based in our Covington, LA office, with some local travel to client sites as needed.

What You’ll Do

• Serve as a primary point of contact for OPTRIC client support tickets: troubleshooting hardware, software, network, and account issues
• Respond to and resolve tickets within Freshservice, our helpdesk platform, meeting defined Service Level Agreement (SLA) targets for Critical and Standard priority issues
• Provide backup support for OPTRIC Internal IT helpdesk tickets when client volume allows
• Support day-to-day Microsoft 365 administration tasks: user account setup, Multi-Factor Authentication (MFA) troubleshooting, Outlook and OneDrive support
• Assist with endpoint monitoring and remediation using NinjaOne, our Remote Monitoring and Management (RMM) platform
• Support security tooling awareness, including endpoint detection alerts, escalating to senior IT staff as needed
• Document recurring issues and contribute to our internal knowledge base
• Maintain a professional, customer-first approach when working directly with client site contacts

• 3+ years of IT support experience; helpdesk, desktop support, or client-facing support background preferred
• Comfortable working directly with external clients, not just internal end users
• Working knowledge of Microsoft 365 (Outlook, OneDrive, Teams) and Windows environments
• CompTIA A+ or Network+ certification a plus, but not required if you have equivalent hands-on experience
• Strong communication skills and a calm, patient approach to troubleshooting with non-technical users
• Strong self-management skills; comfortable prioritizing your own ticket queue and working independently with minimal day-to-day oversight
• Reliable transportation for occasional local client site visits in the Covington/Northshore area
• Associate degree or technical certificate in IT, Computer Networking, or a related field a plus (e.g., Northshore Technical Community College’s Computer Systems Networking program), * Do you have reliable transportation and are you able to travel locally to client sites in the Metairie/Covington/Northshore area as needed?

Experience:

• help desk, desktop support, or client-facing IT: 3 years (Preferred)

License/Certification:

• CompTIA A+ or Network+ certification (Preferred)

$25.30 - $30.47 an hour - Permanent, Temp-to-hire, Full-time, Pulled from the full job description

• 401(k)
• Health insurance
• Paid time off
• Vision insurance
• Health savings account
• Dental insurance, * 401(k)
• Health insurance
• Dental insurance
• Vision insurance
• Paid time off (PTO), * 401(k)
• Health insurance
• Health savings account
• Paid time off
• Vision insurance

OPTRIC is a growing SaaS telecom billing company, giving you exposure to a modern, multi-tenant Microsoft 365 environment, real client-facing support work, and a small, hands-on IT team where your contributions are visible.