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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Senior Technical Support Specialist - **Company:** Intrepid, Inc. - **Location:** Macomb Township, MI, United States - **Experience:** Expert - **Salary:** $58,000.0 - $67,000.0 - **Contract:** Permanent contract - **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Microsoft Outlook, Dynamic Host Configuration Protocol, Domain Name System (DNS), Multi-Factor Authentication, Hard Disk Drives, Issue Tracking Systems, Networking Hardware, Virtual Private Networks (VPN), Microsoft Office, Print Servers, Remote Access Technology, Azure Active Directory, Remote Infrastructure Management, Office365, User Accounts - **Published:** August 4, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=44c0228ad155e0fa ## About the Role * 5+ years of experience in IT support or a related field. * MSP (Managed Service Provider) experience highly recommended. * Experience creating and managing VPN connections. * Experience with Ubiquiti equipment. * Customer service-oriented with strong communication skills. * Ability to travel to and from work and to client locations as required, with a valid driver's license. * Proficient with Windows 7/8/10/11 operating systems. * Proficient with Office 2016 or later, Office 365, and Microsoft Teams. * Familiar with two-factor authentication using Azure AD and remote access protocols. * Strong understanding of Active Directory, DNS, DHCP, Group Policy, and print servers. * Solid knowledge of TCP/IP principles and troubleshooting methods. * Experience supporting multiple clients/environments in a ticket-driven, SLA-based environment. * Fundamental desktop and laptop hardware knowledge, including installing RAM and swapping hard drives. * Experience with printer configuration and troubleshooting. * Must have a quiet and dedicated workspace at home to ensure effective communication and focus during work hours. * Must have reliable transportation. ## Description * Monitor and respond to requests received through the IT Helpdesk ticketing system, primarily from a remote location. * Provide on-site service calls to clients as required, ensuring seamless support and communication. * Manage projects from start to finish, such as server upgrades, coordinating with clients both remotely and onsite. * Respond to incidents reported via email and phone calls promptly and efficiently, adjusting workflow based on client needs. * Create or update tickets with troubleshooting steps, documenting resolution processes for future reference. * Image and deploy hardware requests as a Helpdesk Technician, including remotely provisioning equipment where possible. * Provision and modify user accounts in Active Directory/Azure/O365, utilizing remote management tools. * Create and manage VPN connections for clients, ensuring secure remote access. * Configure, maintain, and troubleshoot Ubiquiti networking equipment. * Utilize problem-solving skills and available resources to troubleshoot requests effectively, whether remotely or at client sites. * Ensure accurate and clear communication with clients and team members, fostering a positive work relationship. * Troubleshoot issues related to operating systems, applications, hardware, printing, user configuration, and networking, both remotely and during onsite visits. * Assist with installing and configuring Outlook on Android and iPhone mobile devices, offering support to users regardless of their location. * Manage onboarding and offboarding procedures related to technology as a Helpdesk Technician, ensuring a smooth transition for clients and team members. * Identify issue trends and commonalities to recommend prevention or self-help resolution opportunities. * Provide excellent customer service, ensuring client satisfaction during remote and onsite support interactions. * Mentor and provide escalation support to Level 1 helpdesk technicians as needed. ## Related Videos - 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