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Red Cup IT

Striving to achieve ubiquitous organizational security while delighting everyone involved!

MSP Service Desk, Support Specialist

Customer SupportCustomer SupportFull TimeRemoteTeam 11-50Since 2009H1B No SponsorCompany SiteLinkedIn

Location

California

Posted

32 days ago

Salary

Not specified

High School2.5 yrs expEnglishDNSTcp/ip

Job Description

• Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs. • Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions. • Assist with Windows Server user administration, basic server checks, and routine maintenance tasks. • Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); escalate complex issues when needed. • Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance. • Document all work performed in the ticketing system with clear notes and resolutions. • Participate in onboarding of new users (accounts, hardware setup, permissions, applications). • Collaborate with senior engineers on escalations and follow through to resolution. • Educate end users on basic IT best practices and security awareness.

Job Requirements

  • 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role.
  • Hands-on experience with: Windows 10/11 workstations (install, configure, troubleshoot).
  • Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks).
  • Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.
  • Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).
  • Strong customer service, communication, and documentation skills.
  • Ability to multitask, prioritize tickets, and work independently in a fast-paced MSP environment.

Benefits

  • Competitive salary
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development

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