Desktop Support Technician (MSP)

Work Arrangement: Onsite for the first 90 days, then hybrid. Approximately 30% of working time involves client site visits throughout Greater Los Angeles., This position focuses on daily IT support, troubleshooting Windows computers, resolving client issues, managing support tickets, and maintaining accurate technical documentation.

We are looking for someone who can independently handle routine support requests, communicate professionally with customers, and follow established IT procedures.

Responsibilities

• Provide remote and onsite desktop support to business clients.
• Troubleshoot Windows 10/11 computers, printers, Microsoft 365 applications, and third-party software.
• Manage and update support tickets using Autotask.
• Use RMM tools for remote support, monitoring, software installation, and Windows updates.
• Monitor and troubleshoot workstation backup issues.
• Support Active Directory user accounts, permissions, and password resets.
• Troubleshoot basic network issues involving DNS, DHCP, VPN, Wi-Fi, and connectivity.
• Contact software and hardware vendors, open support cases, and follow through until resolution.
• Install, configure, maintain, and replace desktop computers and peripherals.
• Maintain accurate ticket notes, technical documentation, and knowledge base (KB) articles.
• Communicate regularly with clients and escalate complex issues when necessary.

Secure Techies is seeking a dependable Desktop Support Technician with experience working in a Managed Service Provider (MSP) environment., * Previous hands-on experience working in an MSP environment.

• Experience using Autotask and RMM software.
• Experience with endpoint backup solutions and troubleshooting.
• Strong Windows 10/11 desktop troubleshooting skills.
• Experience supporting Microsoft 365 applications, including Outlook, Teams, and OneDrive.
• Working knowledge of Active Directory and basic network troubleshooting.
• Experience troubleshooting third-party applications and working with vendor support.
• Strong ticket management, documentation, and KB writing skills.
• Excellent communication, organization, and customer service skills.
• Ability to work independently and manage multiple support requests.
• Ability to work onsite during the first 90 days and travel to client locations regularly.
• Valid driver’s license, reliable transportation, and auto insurance for client visits.

Preferred Qualifications

• College degree in Information Technology, Computer Science, or a related field.
• Microsoft certifications.
• CompTIA A+ or Network+.
• Experience supporting multiple business clients.

Additional Information

This position is focused primarily on desktop and end-user support, not advanced network engineering or server administration.

Candidates must be comfortable working in a fast-paced MSP environment, keeping tickets updated, following established procedures, and providing reliable customer support., * Are you available Monday-Friday, 9:00 AM-5:30 PM, and able to work onsite in Woodland Hills for the first 90 days?

• This position requires traveling to client sites approximately 25% of the time throughout Greater Los Angeles. Do you have a valid driver’s license, reliable transportation, and current auto insurance?
• How much professional experience do you have working for a Managed Service Provider (MSP)?
• What is your experience with Autotask ticketing software?
• Which RMM and endpoint backup platforms have you worked with? Describe the tasks you performed with each.
• Describe your experience supporting Windows 10/11, Microsoft 365 applications, and Active Directory. Which tasks have you personally performed?
• A client calls because their Windows 11 computer suddenly cannot access the internet, but other computers in the office are working. What are your first troubleshooting steps?
• A client’s third-party business application stops working, and you cannot resolve the issue through normal troubleshooting. Explain how you would contact the vendor, open a support case, and follow the issue through resolution.
• Have you created technical documentation or knowledge base (KB) articles? Describe one example and explain what information you included.
• Do you have a college degree or IT certifications, such as Microsoft, CompTIA A+, or Network+? Please list any you have earned.

Language:

• English (Required)

• Employee discount
• Professional development assistance
• Referral program