Multi-Talented MSP Help Desk Technician

Job Description

Job Description

We are a growing Managed Service Provider (MSP) based in the Dallas-Fort Worth area looking for an experienced IT Help Desk Technician at the Level 2 or Level 3 tier. You will be a key member of a fast-moving technical support team, supporting a diverse client base with a wide range of technologies. If you thrive under pressure, take ownership of problems, and can hit the ground running, we want to hear from you.

Key Responsibilities

• Provide Level 2/3 technical support across PC and Mac environments

• Manage and troubleshoot Windows Server and Azure cloud environments

• Configure, monitor, and maintain Cisco/Meraki and Ubiquiti network infrastructure

• Utilize RMM (Remote Monitoring & Management) tools to proactively support client systems

• Manage endpoints via MDM platforms for both corporate and client-owned devices

• Log, track, and resolve support tickets using a ticketing system with attention to SLAs

• Contribute to and maintain an internal knowledge base for recurring issues and procedures

• Collaborate with team members and communicate clearly with end users and clients

• Handle multiple concurrent issues in a dynamic, high-volume support environment

Required Skills & Experience

• 3+ years of experience in a Level 2 or Level 3 IT help desk or MSP role

• Proficiency supporting both PC (Windows) and Mac (macOS) environments

• Hands-on experience with Windows Server administration

• Working knowledge of Microsoft Azure (Entra ID, Intune, or similar)

• Networking experience with Cisco/Meraki and/or Ubiquiti equipment

• Experience using RMM tools (e.g., ConnectWise Automate, NinjaRMM, Datto RMM, or similar)

• Familiarity with MDM platforms (e.g., Intune, Jamf, or similar)

• Experience with a ticketing system (e.g., ConnectWise Manage, Autotask, Zendesk, or similar)

• Demonstrated ability to document processes and contribute to a knowledge base