Help Desk Technician

We’re looking for a Help Desk Technician with a solid IT foundation who enjoys working directly with clients and takes pride in doing things the right way-not just the fast way. This role is ideal for someone who can solve problems independently while also helping us build and improve the systems and processes that scale our business.

What You’ll Do

• Serve as a primary point of contact for client support, delivering responsive and professional technical assistance
• Troubleshoot and resolve hardware, software, and network issues across multiple client environments
• Support desktops, laptops, mobile devices, printers, and end-user systems
• Perform scheduled on-site service calls, installations, and infrastructure work
• Manage users, permissions, and access within Active Directory environments
• Configure and troubleshoot networking components including VPNs, firewalls, and LAN/WAN connectivity
• Document issues, resolutions, and procedures within a ticketing system
• Follow and contribute to standardized processes-while helping improve them where needed
• Escalate complex issues appropriately while maintaining ownership of the client experience
• Support evolving security practices as we expand into MSSP and vCISO services

• ~3+ years of experience in IT support, help desk, or MSP environments
• Strong customer service skills and confidence working directly with clients
• A process-driven mindset-you value documentation, consistency, and doing things the right way
• Proven ability to troubleshoot Windows environments and common business applications (macOS/Linux exposure is a plus)
• Solid understanding of networking fundamentals (TCP/IP, DNS, VPNs, firewalls)
• Experience with Active Directory and user/account management
• Ability to manage multiple priorities in a fast-paced, client-driven environment
• Strong problem-solving skills with the ability to work independently
• Clear communication skills-you can explain technical issues in plain language

Nice to Have (Not Required)

• Experience in an MSP or multi-client environment
• Exposure to Microsoft 365 administration
• Familiarity with network hardware (Meraki or similar)
• Experience with ticketing systems (ServiceNow, Jira, or similar)
• Basic understanding of cybersecurity best practices

Professional development assistance, Health insurance, Paid time off, Vision insurance, Dental insurance, Why Woodrow Technology Solutions?

• Work across diverse client environments-not just a single internal system
• Primarily remote role with a mix of hands-on field work
• Be part of a company actively expanding into cybersecurity and advisory services
• Help shape and improve the processes that drive the business
• Opportunity to grow into networking, engineering, or security-focused roles

Pay: $22.00 - $28.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Professional development assistance
• Vision insurance