Remote / Offshore Level II IT Help Desk Support Technicians

Summary

Our staffing firm partners with U.S.-based clients, many of which are Managed Services Providers (MSPs). We currently have multiple openings for Remote / Offshore Level II IT Help Desk Support Technicians. This position requires proven experience in supporting business desktop and server environments, including Windows 10 workstations, Windows Server 2016 & 2019, intermediate networking, and vendor-specific hardware/software solutions.

Duties & Responsibilities

• Serve as the primary contact for Windows desktop issues

• Provide end-user technical support and troubleshooting

• Assist with administration and support of Windows Servers

• Monitor system alerts and respond according to established protocols

• Handle escalated service desk requests requiring advanced troubleshooting

• Support onboarding of new users (accounts, access, setup)

• Deliver network support across LAN/WAN environments

• Install and maintain network hardware

• Ensure timely resolution of issues while maintaining documentation standards

Qualifications & Requirements

• Prior experience working for a Managed Services Provider (MSP) is required

• Minimum of 3 years in IT support roles (Help Desk, Desktop Support, IT Support Analyst, Service Desk, User Support, etc.)

• Hands-on experience with Remote Monitoring & Management (RMM) tools such as ConnectWise, Kaseya, or Ninja

• Familiarity with Professional Services Automation (PSA) / ticketing systems, such as Autotask

• Exposure to firewall and network administration (SonicWall, Meraki)

• Strong troubleshooting background across networks, servers, and workstations

• Experienced in Cloud-based environments

• Excellent customer service skills with a professional and courteous approach

• Strong written and verbal communication skills, including group presentation experience

• Dependable, with a consistent work ethic

• Eagerness to learn and expand technical expertise