Help Desk & Client Support Technician

The Help Desk & Client Support Technician provides remote and onsite technical support across Remington’s client environments. The position combines day-to-day service desk responsibilities with advanced troubleshooting, client communication, technical documentation, vendor coordination, and project support.

This is not a dedicated field technician position, however onsite work is a core function of the role and may account for up to 50% of the workweek depending on service demand and project schedules., * Provide responsive remote and onsite technical support across multiple client environments.

• Troubleshoot workstation, Microsoft 365, server, network, wireless, VPN, printer, peripheral, backup, and line-of-business application issues.
• Take ownership of assigned and escalated tickets through resolution or a complete, documented handoff.
• Install, configure, replace, relocate, and test computers, monitors, printers, phones, networking equipment, and related technology.
• Perform user setups, workstation deployments, equipment replacements, office moves, onsite discovery, and technology assessments.
• Coordinate technical cases with internet providers, software vendors, hardware manufacturers, and other third parties.
• Identify recurring technical issues and assist with determining root causes and preventive actions.
• Create and maintain client documentation, troubleshooting guides, standard procedures, and “How-To” articles.
• Maintain accurate ticket notes, time entries, configurations, statuses, and client communications within ConnectWise.
• Update the designated documentation platform following material changes or discoveries.
• Communicate progress, delays, findings, and next steps clearly to clients and internal team members.
• Assist developing technicians with troubleshooting, documentation, client communication, and escalation readiness.
• Support defined project activities, including equipment deployments, site preparation, testing, documentation, migrations, cutovers, and post-implementation support.
• Maintain accountability for tools, equipment, inventory, and client property used during onsite work.

• 3-5 years of professional IT support experience.
• Experience independently resolving moderately complex technical issues.
• Excellent troubleshooting skills across desktop, cloud, and networking environments
• Strong communication skills and a client-first mindset
• Reliable transportation
• Self-motivated, and able to manage tasks independently
• Strong communication skills and a client-first mindset, * MSP experience is preferred
• Industry Leading Certification(s)
• PowerShell scripting experience for automation and M365 administration
• Experience with firewall/router configuration and VPN setup
• Familiarity with Microsoft Endpoint Manager (Intune) or Defender for Office 365
• onsite work, and urgent client needs.

Technical Experience

Strong working knowledge of:

• Windows 10/11 and Windows Server
• Microsoft 365, Exchange Online, and Entra ID
• Active Directory and Group Policy
• DNS, DHCP, TCP/IP, VPNs, wireless, switches, routers, and firewalls
• Endpoint security, patching, remote access, and monitoring tools
• Backup and disaster recovery systems
• Workstation imaging and deployment
• Printers, scanners, mobile devices, and peripheral equipment
• Kaseya, Datto RMM, or comparable RMM platforms
• ConnectWise Manage, Autotask, or comparable PSA platforms
• IT Glue or similar documentation systems, An associate or bachelor’s degree in Information Technology, Computer Science, Networking, Cybersecurity, or a related field is preferred

Equivalent MSP experience, technical training, and demonstrated capability will also be considered.

Relevant certifications are preferred, including:

• CompTIA A+, Network+, or Security+
• Microsoft 365 or Azure certifications
• Kaseya or Datto certifications
• ITIL Foundation
• Vendor-specific networking, firewall, backup, or security certifications

Mileage reimbursement, Professional development assistance, Health insurance, Retirement plan, Paid time off, Vision insurance, Dental insurance, Flexible schedule Full-time, * Health, Dental, and Vision Insurance

• Paid Time Off
• Flexible Scheduling
• Retirement Plan
• Professional Development Assistance, * Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Professional development assistance
• Retirement plan
• Vision insurance

We take pride in delivering fast, knowledgeable, and security-first IT support. We are currently seeking a Help Desk & Client Support Technician to join our team and support our growing client base.