Help Desk Technician

About Arrow Force

Arrow Force is a leading Managed Service Provider delivering enterprise-grade IT solutions to businesses that depend on reliable, secure, and scalable technology. We operate within a broader umbrella organization that includes a dedicated cybersecurity division - giving our team and our clients access to a depth of expertise that sets us apart in the market. At Arrow Force, we believe the best companies are built by people who grow with them. We are intentional about developing talent from within and creating long-term careers.

Position Overview

As a Help Desk Technician at Arrow Force, you will serve as a front-line technical resource for our clients, resolving a wide range of IT issues while building the foundational skills needed to grow into a Help Desk Engineer role. You will report directly to the Lead Engineer and will work in a dynamic environment that values initiative, versatility, and a commitment to continuous learning.

This is an in-office position. Periodic travel to client sites is expected, and the ability to represent Arrow Force professionally in client-facing situations is essential. On-site work may include hands-on field tasks such as hardware installation, cabling, and infrastructure setup.

Career Growth & Opportunity

Arrow Force is serious about building long-term careers. High performers in this role have potential to advance into:

· Help Desk Engineer - expanded ownership of infrastructure, client environments, and project work

· Systems/Network Engineer - deeper specialization in networking, cloud, and enterprise architecture

· Cybersecurity Analyst/Engineer - through our affiliated cybersecurity division, motivated team members can transition into security-focused roles including SOC analysis, penetration testing, and security engineering

Key Responsibilities

Help Desk & Client Support

· Serve as the first and second point of contact for client-reported technical issues via phone, email, and ticketing system

· Own tickets from intake through resolution - escalating appropriately and ensuring client communication throughout

· Troubleshoot hardware, software, operating system, and connectivity issues across Windows endpoints and user environments

· Perform password resets, account provisioning/de-provisioning, and permissions management across platforms

· Support end users in Microsoft 365 and Google Workspace environments - email, calendar, SharePoint, Drive, Teams, etc.

· Document all support activities, resolutions, and configurations clearly in the ticketing system

Systems & Infrastructure

· Assist with Windows Server administration tasks including Active Directory, Group Policy, DNS, DHCP, and file shares

· Support onboarding and offboarding workflows including device setup, imaging, and account management

· Assist with backup monitoring and alert response under the direction of the Lead Engineer

· Participate in infrastructure projects such as deployments, migrations, and client environment setups

· Rack and stack servers, patch panels, and network equipment in client server rooms and data closets

· Build and organize structured cabling infrastructure including running, terminating, and labeling cable

Networking & Security

· Apply foundational networking knowledge to troubleshoot connectivity issues (LAN/WAN, DNS, VPN connectivity, firewall rules)

· Follow and enforce cybersecurity best practices including patch management, least-privilege access, and security awareness

· Assist in supporting compliance-related controls and documentation for clients operating under regulatory frameworks such as HIPAA, PCI-DSS, or NIST - including access controls, audit logging, and data handling procedures

· Maintain basic familiarity with compliance requirements relevant to client industries and escalate potential violations or gaps to the Lead Engineer

· Escalate potential security incidents promptly and document observations accurately

Field & On-Site Work

· Travel to client sites periodically to perform hands-on technical work including hardware installation, equipment deployment, and infrastructure setup

· Install and mount wireless access points, network switches, and related equipment - including overhead and wall-mounted installations

· Pull, route, and terminate network cabling through walls, ceilings, attics, and crawl spaces as needed

· Use hand tools, power tools, and ladders safely and effectively in a variety of work environments

· Maintain a clean, organized, and professional worksite appearance during all client-facing field visits

Client Interaction & Business Awareness

· Conduct yourself professionally when interfacing with clients on behalf of Arrow Force - both remotely and during on-site visits

· Communicate technical issues and resolutions clearly to non-technical stakeholders

· Understand and internalize the value of the services Arrow Force provides - while this is not a sales role, your interactions with clients directly reflect the quality and reputation of our brand

· Identify and communicate potential client needs or opportunities to the Lead Engineer or management team

Required Qualifications

· 1-3 years of experience in a help desk, desktop support, or IT support role (MSP experience is a strong plus)

· Proficiency with Windows Server environments - Active Directory, Group Policy, DNS, DHCP, and basic server administration

· Hands-on experience with Microsoft 365 (Exchange Online, SharePoint, Teams, Azure AD/Entra ID)

· Working knowledge of Google Workspace (Gmail, Drive, Meet, Admin Console)

· Solid understanding of fundamental networking concepts: TCP/IP, DNS, DHCP, VPN, firewall basics, and subnetting

· Familiarity with EDR platforms (e.g., SentinelOne, CrowdStrike, Defender for Endpoint, Malwarebytes) and general endpoint security practices

· Basic familiarity with compliance frameworks such as HIPAA, PCI-DSS, or NIST - including an understanding of why these standards exist and how they affect IT operations in client environments

· Strong documentation habits - you close tickets with clear notes, not just a resolution

· Professional communication skills - written and verbal - with confidence in client-facing interactions

· Valid driver's license and reliable transportation for periodic client site visits - driving is a required function of this role

Preferred Qualifications

· CompTIA A , Network , or Security certification (or actively pursuing)

· Microsoft certifications such as MS-900, MD-102, or AZ-900

· Experience working in a managed services provider (MSP) environment

· Exposure to RMM tools (e.g., ConnectWise Automate, NinjaRMM, Datto RMM) and PSA/ticketing platforms (e.g., ConnectWise Manage, Autotask, HaloPSA)

· Basic scripting ability in PowerShell for automation of repetitive tasks

· Familiarity with cybersecurity frameworks or concepts (NIST, CIS Controls, Zero Trust basics)

· Experience conducting or assisting with new client onboardings

· Experience with structured cabling, rack builds, or field installation work

· HIPAA awareness training or experience supporting HIPAA-covered clients

Physical Requirements

This role includes periodic field work at client sites. The physical demands listed below are representative of those that must be met to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions - applicants requiring accommodation should notify Arrow Force during the application process.

· Ability to lift and carry IT equipment and materials up to 50 lbs unassisted

· Ability to climb ladders and work safely at heights to install access points, run cable, and mount equipment overhead

· Ability to work in confined spaces including attics, crawl spaces, and below-desk areas to route and terminate cabling

· Ability to stand, walk, bend, kneel, squat, and reach for extended periods during field assignments

· Manual dexterity to handle small components, tools, patch cables, and connectors with precision

· Comfort using hand tools and power tools (drills, cable staple guns, punch-down tools, cable testers, etc.)

· Ability to rack and stack servers, switches, and patch panels in server rooms and data closets

· Visual acuity sufficient to read technical diagrams, labels, cable color codes, and screens in varying lighting conditions

Work Environment & Expectations

· This is a full-time, in-office position - Arrow Force is a team that builds together in person

· Periodic travel to client locations is required; you will represent Arrow Force professionally during on-site visits

· We operate in a fast-paced, multi-disciplinary environment - adaptability and a willingness to contribute beyond a narrow job description are essential to success here

· We expect and support a commitment to continuous growth; Arrow Force invests in people who invest in themselves

· Direct reporting line to the Lead Engineer with visibility to senior leadership

Compensation & Benefits

Arrow Force offers compensation commensurate with experience and qualifications. We are committed to providing a competitive package that reflects the long-term nature of this role and the significant growth opportunity it represents. Details will be discussed during the interview process.

Arrow Force is an equal opportunity employer and is committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by applicable federal, state, or local law.