Help Desk Technician

Tailored Technology Services Inc. is a rapidly growing Managed Service Provider (MSP) delivering comprehensive IT solutions to small and medium-sized businesses across a variety of industries, including construction, engineering, legal, and financial sectors. We pride ourselves on providing exceptional customer service, proactive IT management, and cutting-edge solutions to help our clients succeed. Position Overview We are seeking a skilled and motivated IT Support Technician to join our dynamic team. In this role, you will provide support for the IT infrastructure of multiple clients. You will work with a variety of technologies, troubleshoot technical issues, and assist in maintaining environments to ensure optimal system performance. You will play a key role in ensuring the reliability and security of our clients' IT systems. Key Responsibilities Technical Support & Troubleshooting: Provide IT support for hardware, software, and networking issues. Diagnose and resolve technical problems in a timely and efficient manner. Assist senior technicians with escalated issues as necessary. Incident & Problem Management: Resolve support tickets within defined SLAs. Identify recurring issues and help implement solutions to improve service reliability. Document troubleshooting steps and solutions for future reference. Customer Support & Satisfaction: Provide professional, high-quality support through phone, email, and remote sessions. Maintain a customer-focused approach in all interactions. Educate end-users on IT best practices and preventative measures. System Administration & Maintenance: Assist in maintaining and supporting servers, networks, and cloud environments. Perform system updates, patch management, and security configurations. Monitor IT infrastructure and assist with proactive measures to prevent issues. Onboarding & Offboarding: Set up new employees with accounts, permissions, and hardware. Securely deactivate accounts and recover IT assets for departing employees. Documentation & Process Improvement: Keep documentation updated for IT processes, configurations, and troubleshooting steps. Suggest and assist in the implementation of improvements to streamline workflows. Cybersecurity & Compliance: Follow IT security policies and best practices to protect company systems. Assist with ensuring compliance with security regulations and standards. Asset & Inventory Management: Track and manage IT assets efficiently. Assist with purchasing, deployment, and lifecycle management of hardware and software. Qualifications Proven experience as an IT Support Technician or in a similar role, ideally within an MSP environment. Familiarity with firewalls, VPNs, and networking protocols (TCP/IP, DNS, VLANs). Basic understanding of cybersecurity principles and best practices (multi-factor authentication, patch management, endpoint protection). Experience with backup and disaster recovery solutions is a plus. Strong troubleshooting and problem-solving skills. Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users. Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Fundamentals) are a plus. Experience with troubleshooting technology issues, including printers, software, and peripherals. Familiarity with Microsoft 365 and network share access. Ability to document and log issues effectively. Willingness to perform on-site support when necessary. Competitive salary based on experience Safe Harbor 401k Match up to 4% Comprehensive health, dental, and vision insurance Paid open discretionary time off Paid mileage for onsite requirements Paid holidays Opportunities for professional development and certification Collaborative, team-oriented environment with opportunities to work on cutting-edge technologies #J-18808-Ljbffr Tailored Technology Services Inc.