Information Technology Support Specialist

IT Helpdesk Technician

Location: Jacksonville, FL

Schedule: Full-Time, Remote (Candidates from out of area/out of state or needing to relocate will not be considered at this time)

Compensation: $50,000-$60,000 annually

About the Role

Our client is an established Managed Services Provider supporting small and midsized businesses with managed IT, cybersecurity, cloud, and helpdesk services. They are seeking an experienced IT Helpdesk Technician to join their team.

This is a hands-on, client-facing role for someone who understands the pace and expectations of an MSP environment. The ideal candidate takes ownership of tickets, communicates clearly with clients, documents solutions thoroughly, and focuses on resolving the root cause of technical issues rather than simply closing tickets.

Current or recent MSP experience is required. Candidates should be coming directly from an MSP environment or have meaningful, recent experience supporting multiple client environments within a managed services organization.

Responsibilities

• Manage and resolve a daily queue of standard and moderately complex client support tickets.
• Troubleshoot escalated issues from Level 1 technicians and determine when additional escalation is required.
• Provide responsive technical support through phone, email, remote sessions, and other client communication channels.
• Diagnose issues thoroughly with an emphasis on permanent resolution and first-time fixes.
• Support and administer Microsoft 365 environments, including Exchange Online, Teams, OneDrive, SharePoint permissions, licensing, and MFA.
• Perform Active Directory administration, including user accounts, password resets, group memberships, and basic Group Policy troubleshooting.
• Troubleshoot Windows 10 and Windows 11 workstations, drivers, printers, peripherals, and common business applications.
• Diagnose workstation-level networking issues involving DNS, DHCP, TCP/IP, wireless connectivity, VPNs, and basic switch connectivity.
• Work with PSA and RMM platforms to manage tickets, monitor client environments, and document technical activity.
• Review and respond to alerts generated by endpoint security, monitoring, and cybersecurity platforms.
• Escalate issues appropriately with clear documentation of troubleshooting already completed.
• Create and maintain internal knowledge-base documentation following successful resolutions.
• Assist and mentor Level 1 technicians by sharing technical knowledge and troubleshooting best practices.
• Communicate proactively with clients so they remain informed throughout the resolution process.
• Participate in a light rotating on-call schedule.

Qualifications

• 2 years of professional IT support experience.
• Current or recent MSP experience required.
• Experience supporting multiple client environments in a fast-paced service desk setting.
• Strong Windows desktop troubleshooting skills and working knowledge of Windows Server environments.
• Hands-on Microsoft 365 administration experience, including Exchange Online, Teams, OneDrive, and SharePoint.
• Active Directory user and group administration experience.
• Strong understanding of networking fundamentals, including DNS, DHCP, TCP/IP, wireless networking, VPNs, and basic firewall concepts.
• Experience working with PSA and RMM platforms such as ConnectWise Manage, NinjaOne, Datto RMM, or similar tools.
• Familiarity with endpoint security and monitoring platforms such as Huntress, ThreatLocker, or comparable technologies.
• Strong documentation habits and experience contributing to an internal knowledge base.
• Excellent written and verbal communication skills.
• Ability to explain technical issues clearly to both technical and nontechnical users.
• Ability to work effectively in a collaborative, client-focused environment.

Professional Growth

Our client strongly encourages continued technical development and the pursuit of relevant industry certifications. The company helps facilitate approved certification opportunities and may provide raises or bonuses upon successful completion of certain certifications.

What Makes Someone Successful Here

• Takes ownership of problems through resolution.
• Communicates clearly with clients and teammates.
• Documents solutions thoroughly.
• Stays calm under pressure.
• Knows when to continue troubleshooting and when to escalate.
• Enjoys helping less experienced technicians improve.
• Looks for ways to prevent recurring issues.
• Treats client service as equally important as technical ability.
• Values continuous learning and professional development.

Benefits

• 100% employee-only health insurance coverage.
• Life and AD&D insurance.
• 401(k) plan.
• Ongoing training and professional development.
• Support for relevant technical certifications.
• Potential raises or bonuses tied to completion of certain approved certifications.
• Access to modern technology and productivity tools.
• Light and predictable on-call rotation.
• Collaborative team environment with opportunities for continued technical growth.

Equal Opportunity Employer

Our client is an Equal Opportunity Employer and considers qualified applicants without regard to race, color, religion, sex, national origin, age, disability, veteran status, or any other legally protected characteristic.