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# Technical Support Specialist

- **Company:** WOODROW TECHNOLOGY SOLUTIONS LLC
- **Location:** Tempe, AZ, United States (Remote available)
- **Experience:** Experienced
- **Salary:** $48,880.0 - $57,200.0
- **Contract:** Permanent contract
- **Skills:** Microsoft Windows, Active Directory, Microsoft Azure, Business Software, Dynamic Host Configuration Protocol, Domain Name System (DNS), Issue Tracking Systems, Networking Hardware, Virtual Private Networks (VPN), Networking Basics, Windows PowerShell, Microsoft SharePoint, TCP/IP, Wi-Fi Technology, Scripting, Document Enterprise Platform, Break Fix, Peripherals, Sonicwall, Firewalls (Computer Science), Microsoft InTune, Gsuite
- **Published:** October 25, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=b28f381ee4898007

## About the Role

* 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

## Description

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