Technical Support Specialist

We are a managed service provider supporting businesses across a wide range of industries. We’re looking for an experienced help desk technician who already knows the MSP pace: many clients, many environments, and a ticket queue that never sleeps.

You’ll work primarily from home as a key part of our support team. Clients rely on you to resolve issues quickly, communicate clearly, and document everything. Some on-site work at client locations is required, so we prefer candidates in the Phoenix Metro area.

Key responsibilities

• Provide Tier 1 and Tier 2 remote support to multiple client environments by phone, email, chat, and ticketing system
• Triage, prioritize, and resolve tickets within SLA targets, escalating to senior engineers when needed
• Troubleshoot Windows and POS workstations, printers, peripherals, and common business applications
• Administer Microsoft 365: user onboarding and offboarding, licensing, Exchange Online, Teams, SharePoint, and OneDrive
• Manage Active Directory and Entra ID accounts, password resets, MFA, group membership, and permissions
• Support basic networking issues: DNS, DHCP, VPN, Wi-Fi, switches, and firewalls
• Use RMM and PSA tools to monitor endpoints, deploy patches, and track time and ticket notes
• Respond to security alerts from endpoint protection and email security tools, following escalation procedures
• Write and maintain clear documentation in our knowledge base and client documentation platform
• Deliver friendly, professional customer service and keep clients informed until issues are resolved
• Travel to client sites in the Phoenix Metro area as required for hardware setup or hands-on troubleshooting
• Participate in a rotating after-hours on-call schedule

• 3+ years of help desk experience at a managed service provider (MSP)
• Strong working knowledge of Windows 10/11, Microsoft 365, and Active Directory or Entra ID
• Hands-on experience with at least one RMM and one PSA platform (e.g., ConnectWise, Datto, Kaseya, NinjaOne, N-able, HaloPSA, Autotask)
• Solid understanding of networking fundamentals: TCP/IP, DNS, DHCP, VPN
• Ability to manage multiple tickets across many clients and prioritize by urgency and SLA
• Excellent written and verbal communication skills, including explaining technical issues to non-technical users
• Self-motivated and reliable when working independently from home
• Valid driver’s license and reliable transportation for occasional on-site visits
• Ability to pass a background check

Preferred qualifications

• Resides in the Phoenix Metro area (Phoenix, Scottsdale, Tempe, Mesa, Chandler, Gilbert, Glendale, Peoria, or nearby)
• Certifications such as CompTIA A+, Network+, or Security+; Microsoft 365 Certified: Modern Desktop or Endpoint Administrator
• Experience with Intune, Azure, or Google Workspace
• Familiarity with SonicWall firewalls and Ubiquiti networking equipment
• Experience with backup and disaster recovery solutions
• Exposure to scripting with PowerShell
• Experience using documentation platforms such as IT Glue or Hudu

• $23.50 - $27.50 per hour, based on experience and certifications
• Medical insurance
• Paid time off
• Paid holidays
• Paid certifications after the probationary period, as needed for the role
• Mileage reimbursement for on-site client visits
• Growth path toward Tier 3, field engineer, or systems administrator roles

Remote work requirements

• A quiet, private, and distraction-free home workspace suitable for client phone calls
• Reliable high-speed internet (minimum [50 Mbps down / 10 Mbps up]), with a backup option such as a mobile hotspot
• Availability during scheduled business hours in Arizona time (MST, no daylight saving)
• Ability to occasionally lift and carry equipment up to 50 lbs during on-site visits

Pay: $23.50 - $27.50 per hour

Expected hours: 40.0 per week

Benefits:

• Dental insurance
• Flexible schedule
• Paid time off
• Professional development assistance