Help Desk Technician

Allo-Communications; Norfolk (VA); On-site; USD 48,000 - 70,000; Full time

Benefits offered by this job

Free internet

401(k) match

Medical, vision, dental

Job summary

ALLO is seeking a Help Desk Technician to join our Managed Services team in the Norfolk area. You will support multiple business clients, handling Tier 2 incidents and delivering responsive technical assistance.

Ideal candidates have 2–5 years in a help desk role, experience with Windows, Microsoft 365, hardware, and basic networking; strong communication and a customer-service mindset; occasional on-site travel may be required.

Qualifications

• 2–5 years in a help desk or IT support role, preferably MSP/multi-client.
• Hands-on experience supporting business users in fast-paced, ticket-driven environments.
• Familiarity with Windows 10/11 and Windows Server basics, and with Microsoft 365.
• Industry certifications such as A+/Network+ or Microsoft are a plus.

Responsibilities

• Provide Tier 2 technical support for multiple business clients in an MSP setting.
• Troubleshoot and resolve issues related to Windows 10/11, Microsoft 365, hardware, printers, and line-of-business applications.
• Perform basic network troubleshooting (DNS, DHCP, connectivity, VPN, Wi‑Fi).
• Use remote management and remote desktop tools to diagnose and resolve issues.
• Triage, prioritize, and manage tickets based on urgency, SLAs, and scope; escalate when needed.

Skills

Troubleshooting

Customer service

Ticketing

Communication

Time management

Multi-client support

Education

IT degree or equivalent

Tools

Microsoft 365

Windows Server basics

Remote desktop tools

DNS

DHCP

VPN

Job description

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities.We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.We are seeking a Help Desk Technician to join our Managed Services team and support a diverse portfolio of business clients. This role is ideal for an experienced technician who has moved beyond basic troubleshooting, can work tickets independently, and understands the pace, priorities, and professionalism required in an MSP environment.You will support multiple client environments, deliver responsive technical assistance, and serve as a key contributor to client satisfaction and service quality.RESPONSIBILITIES:Provide Tier 2 technical support for multiple business clients in an MSP setting.Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, hardware, printers, peripherals, and line-of-business applications.Perform basic network troubleshooting (DNS, DHCP, connectivity, VPN, Wi-Fi).Use remote management and remote desktop tools to efficiently diagnose and resolve issues.Accurately triage, prioritize, and manage tickets based on urgency, business impact, SLAs, and scope.Escalate complex or infrastructure-level issues appropriately while remaining engaged through resolution.Communicate clearly and professionally with clients via phone, email, and chat, setting expectations and provide status updates.Document resolutions, procedures, and known issues to support knowledge sharing and continuous improvement.Follow MSP best practices, security standards, and documentation requirements.Resolve most tickets in-office via remote tools, but travel to customer site is required if needed.EDUCATION/EXPERIENCE:2–5 years of experience in a help desk, service desk, or IT support role, preferably in an MSP or multi-client environment.Hands-on experience supporting business users in fast-paced, ticket-driven environments.Working knowledge of:Windows 10/11 and Windows Server basicsMicrosoft 365 (Outlook, Teams, OneDrive, SharePoint fundamentals)Common hardware, printers, and peripheralsPreferredAssociate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.Industry certifications such as CompTIA A+/Network+, Microsoft, or similar.SKILLS / KNOWLEDGE / ABILITIES:Strong troubleshooting and analytical skills with the ability to resolve most issues independently.Excellent customer service mindset with confidence supporting non-technical users.Ability to communicate effectively at both the technical and business-user level.Strong time management and organizational skills in a multi-client, high-volume environment.Ability to adapt quickly, stay approachable under pressure, and manage shifting priorities.Team-oriented and dependable, with a strong sense of ownership and follow-through.Detail-oriented with consistent and accurate documentation habits.Ability to pass a fingerprint-based background check.People are our passion. At ALLO, we don’t treat you like a number. You’re a human being.Get ready to plug into the perks at ALLO:Free internet? You bet. Plus, awesome discounts on other ALLO services.Retirement Plan: The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%.Health and Wellness: Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts.Benefits: Our benefits include medical, vision, and dental with low employee costs. Not to mention generous Earned Time Off (ETO) program.Sponsorships: Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities.Tuition Assistance: Have a thirst for knowledge? We like that, which is why we’re proud to offer assistance with the cost of your tuition.ALLO is an Equal Opportunity Employer. We are committed to providing opportunities to all applicants and associates without regard to race, color, religion, sex, pregnancy, national origin, age, disability, marital status, sexual orientation, gender identity, military and veteran status, and any other characteristic protected by applicable law. ALLO believes that diversity and inclusion within our team is critical to our success as a company. We seek to recruit, develop, and retain the most talented people.Benefit eligibility depends on the position and employment status. The available benefits differ for interns, contingent workers, and part-time team members.Qualified individuals with disabilities who require reasonable accommodations in order to apply may contact Recruiting at [e-mail] is a Drug Free and Tobacco Free Workplace.