Part-Time IT Support Specialist - Tier 1/2

Job Description

Job Description

About MCIT Business Solutions

MCIT Business Solutions is a managed IT services provider helping businesses manage, support, protect, and improve the technology they rely on every day. We work closely with our clients as a trusted technology partner, providing responsive support, practical solutions, and clear communication.

We are a small, growing team, which means every team member plays an important role in the customer experience and the quality of service we provide. We value people who take ownership of their work, communicate well, stay organized, follow through, and genuinely enjoy helping customers solve problems.

Position Overview

MCIT Business Solutions is seeking an experienced and dependable Part-Time IT Support Specialist to join our team for approximately 20 hours per week .

This position will provide Tier 1 technical support and assist with Tier 2 issues across multiple client environments. Most of the environments we support are Microsoft-based, including Windows, Microsoft 365, and related business applications, with occasional macOS support.

This is a hands-on MSP support role. You will work directly with end users, troubleshoot technical issues, manage support tickets, document your work, communicate with clients, and help keep client technology operating reliably.

The position is initially part-time, with the potential to develop into a full-time opportunity based on performance, business needs, workload, and mutual fit.

Schedule

This position is approximately 20 hours per week , generally scheduled as four hours per day, Monday through Friday .

There is some flexibility in the specific daily schedule, but consistent weekday availability and dependable coverage during the agreed working hours are required.

Punctuality and dependable attendance are important parts of this position. Technicians are expected to be ready to work at the agreed starting time and arrive on time for scheduled customer appointments.

Key Responsibilities

• Provide responsive Tier 1 technical support to end users remotely and, when required, onsite at client locations.
• Troubleshoot Windows workstations, Microsoft 365 applications, user accounts, printers, peripherals, and common business applications.
• Assist with Tier 2 issues involving servers, networking, Microsoft 365, and other client systems, escalating advanced issues when appropriate.
• Diagnose basic network connectivity, Wi-Fi, DNS, DHCP, IP addressing, and related connectivity issues.
• Perform basic Microsoft 365 and Microsoft Entra ID administration, including user accounts, licensing, permissions, and common cloud-service troubleshooting.
• Use Remote Monitoring and Management (RMM) and Professional Services Automation (PSA) platforms to manage endpoints, support requests, and technical work.
• Assist with endpoint security and email security support, including reviewing common alerts, verifying protection status, and performing routine troubleshooting.
• Work with managed security platforms such as Bitdefender and Proofpoint, using vendor and platform support resources when appropriate.
• Support client backup systems by reviewing backup status, identifying failed jobs or common issues, and escalating recovery or infrastructure concerns when needed.
• Coordinate with vendor support, including Sherweb and other technology partners, when issues require platform-specific assistance.
• Escalate suspected security incidents, significant backup failures, or issues outside the technician's assigned scope.
• Take ownership of assigned support tickets from initial troubleshooting through resolution, escalation, customer follow-up, or handoff.
• Maintain accurate and timely ticket documentation as work progresses.
• Document troubleshooting performed, results, client communication, current status, and next steps before tickets are placed into pending, escalated, resolved, or completed status.
• Keep assigned tickets current and moving as a normal part of daily work.
• Communicate clearly and professionally with clients throughout the support process, including when an issue remains open, requires escalation, or is waiting on additional information.
• Prioritize multiple support requests based on customer impact, urgency, and business needs.
• Provide basic end-user guidance and training when appropriate.
• Assist with workstation deployments, software installations, equipment setup, and other technical projects as needed.
• Travel independently to customer locations in the Houston area when onsite assistance is required.

Documentation and Communication Expectations

Documentation and communication are essential parts of this position, not administrative tasks that are completed only after technical work is finished.

In this role, you will be expected to:

• Update tickets as work progresses.
• Maintain accurate notes describing troubleshooting, actions taken, and results.
• Keep ticket status and next steps current.
• Document customer communication and important dependencies.
• Follow through on open issues without repeated prompting.
• Communicate professionally with both technical and nontechnical users.
• Provide appropriate updates when an issue cannot be immediately resolved.
• Escalate issues promptly when they exceed the technician's experience, authority, or available troubleshooting path.

Strong technical skills are important, but so are reliability, communication, organization, and ownership.

Qualifications

Required

• At least 2 years of professional IT support, help desk, desktop support, or similar experience .
• Experience independently troubleshooting common end-user technology issues.
• Strong working knowledge of Microsoft Windows desktop environments.
• Familiarity with Microsoft 365 applications and user administration.
• Basic understanding of TCP/IP networking, DNS, DHCP, IP addressing, Wi-Fi, and common connectivity troubleshooting.
• Strong troubleshooting and problem-solving skills.
• Professional written and verbal communication skills.
• Demonstrated ability to document technical work clearly and consistently.
• Strong organization and follow-through, including the ability to manage multiple active support tickets.
• Ability to work independently while recognizing when an issue should be escalated.
• Dependable attendance and punctuality.
• Availability for the agreed Monday-through-Friday part-time schedule.
• Valid driver's license and reliable personal transportation.
• Ability and willingness to travel independently to client locations in the Houston area when required.

Preferred

• Previous experience working for a Managed Service Provider (MSP).
• Experience supporting multiple client environments.
• Experience using RMM and PSA platforms such as NinjaOne, HaloPSA, ConnectWise, Autotask, Datto, or similar tools.
• Experience with Microsoft 365 administration and Microsoft Entra ID.
• Familiarity with Active Directory and Group Policy.
• Experience troubleshooting business networks, firewalls, managed switches, wireless networks, and VPN connectivity.
• Basic Windows Server experience.
• Experience with endpoint security or antivirus platforms such as Bitdefender or similar tools.
• Familiarity with email security platforms such as Proofpoint or similar services.
• Basic experience monitoring or troubleshooting backup systems and failed backup jobs.
• Experience working with vendor support to troubleshoot cloud, security, backup, or other managed platforms.
• Basic experience supporting macOS devices.
• CompTIA A+, Network+, Microsoft, or similar industry certifications.

What We Are Looking For

This position is best suited for an experienced Tier 1 technician who can independently handle common support issues and is beginning to take on Tier 2 responsibilities.

The right candidate will be someone who:

• Enjoys helping people and solving technical problems.
• Takes ownership of assigned work and follows issues through to the next appropriate step.
• Communicates proactively with customers while troubleshooting and keeps them informed of status and next steps.
• Maintains accurate and timely ticket documentation as a normal part of daily work.
• Arrives on time and can be relied upon to maintain an agreed schedule.
• Manages time effectively and remains productive throughout the workday.
• Troubleshoots methodically rather than simply trying random fixes.
• Knows when to continue investigating and when to escalate.
• Is comfortable supporting multiple businesses and switching between different client environments.
• Accepts feedback and continues developing technical skills.
• Works well as part of a small team where individual reliability matters.

Technical Level

This role is intended for a strong Tier 1 / developing Tier 2 technician .

You should be comfortable independently handling most common workstation, Microsoft 365, user-account, application, printer, basic network, endpoint security, email security, and backup-monitoring issues.

You are not expected to independently engineer complex server, firewall, cloud, security, backup, or infrastructure solutions. More advanced work will be escalated or handled with guidance and vendor support when appropriate.

Growth Opportunity

This position is expected to begin at approximately 20 hours per week.

As MCIT continues to grow, there may be an opportunity for the right person to transition into a full-time role with increased responsibility.

A transition to full-time employment is not guaranteed and will depend on individual performance, business needs, workload, and overall fit.

MCIT Business Solutions is a Houston-area managed IT services provider helping businesses manage, support, protect, and improve the technology behind their daily operations. We are a small, growing team focused on responsive service, practical solutions, clear communication, and long-term client relationships.

Company Description

MCIT Business Solutions is a Houston-area managed IT services provider helping businesses manage, support, protect, and improve the technology behind their daily operations. We are a small, growing team focused on responsive service, practical solutions, clear communication, and long-term client relationships.