IT Support Specialist/Tech Support Engineer

Palmiq is seeking an IT Support Specialist, Level 1 / Level 2 based in Virginia to support managed client environments.

This is a primarily remote position, with occasional travel to client locations when an issue cannot be resolved remotely or onsite technical assistance is required. Onsite visits are generally infrequent.

The ideal candidate has strong troubleshooting, communication, customer service, and ticket ownership skills.

Key Responsibilities

• Provide Level 1 and Level 2 remote technical support to managed services clients.
• Troubleshoot Windows desktops, laptops, applications, printers, peripherals, and connectivity issues.
• Support Microsoft 365, Exchange Online, Outlook, Teams, OneDrive, and SharePoint.
• Perform user administration, MFA support, licensing, onboarding, and offboarding.
• Support Microsoft Entra ID, Active Directory, Intune, and endpoint management.
• Troubleshoot Wi-Fi, VPN, DNS, DHCP, firewall, switching, and basic network issues.
• Support EDR, backup, RMM, monitoring, and security platforms.
• Maintain clear ticket notes, documentation, and client environment records.
• Communicate directly with clients and escalate advanced issues when required.
• Assist with deployments, migrations, onboarding, maintenance, and technical projects.
• Travel to Virginia client locations when onsite troubleshooting or support is required.

Support Level Expectations

Level 1

• Password resets and account access
• Microsoft 365 application support
• Workstation, printer, and peripheral troubleshooting
• Software installation and updates
• Basic networking
• User onboarding and offboarding
• Ticket documentation and monitoring alerts

• Advanced Microsoft 365 troubleshooting
• Entra ID and Active Directory administration
• Intune and device management
• VPN, DNS, DHCP, Wi-Fi, firewall, and switch troubleshooting
• Windows Server support
• Backup, recovery, and EDR escalations
• Escalated tickets and technical deployment tasks

Level placement is based on demonstrated experience and technical capability.

Required Qualifications

• 1+ years of professional IT support, help desk, desktop support, or MSP experience.
• Experience supporting Windows desktops and laptops.
• Working knowledge of Microsoft 365.
• Understanding of Active Directory and/or Microsoft Entra ID.
• Basic networking knowledge including TCP/IP, DNS, DHCP, VPNs, Wi-Fi, and VLANs.
• Strong troubleshooting, documentation, and ticket ownership skills.
• Professional written and verbal communication skills.
• Ability to work independently in a remote environment.
• Ability to occasionally travel to client locations in Virginia.
• Reliable transportation for client-site visits.

Preferred Experience

Experience with technologies such as:

• Microsoft 365, Azure, Entra ID, Intune
• Windows Server and Active Directory
• Fortinet and UniFi
• Acronis, EDR/MDR, and backup platforms
• SuperOps, NinjaOne, Atera, ConnectWise, or Kaseya
• Cloudflare
• VoIP and network troubleshooting

This position primarily supports clients remotely during U.S. business hours.

Occasional onsite visits may be required for hardware issues, network troubleshooting, workstation deployments, equipment replacement, client onboarding, or situations that cannot be resolved remotely.

Some after-hours or weekend support may occasionally be required for maintenance, projects, or urgent client needs.

Growth & Development

Palmiq supports continued development across Microsoft 365, Azure, Intune, networking, cybersecurity, cloud infrastructure, and MSP operations.

Strong performers may progress into Level 2, Level 3, cloud, network, security, technical lead, or service delivery roles.

About Palmiq

Palmiq is a global managed IT and cybersecurity services provider delivering IT support, cloud, cybersecurity, networking, backup and disaster recovery, and technology consulting services.

We emphasize technical excellence, accountability, documentation, customer service, and continuous improvement.

Equal Opportunity

Palmiq makes employment decisions based on qualifications, experience, skills, performance, and business requirements in accordance with applicable law.

Pay: From $25.00 per hour