IT Support Specialist (MSP, Level II)

gobravvo; Tempe (AZ); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Comprehensive benefits

Ongoing training

Professional development

Job summary

gobravvo in Tempe, AZ is seeking an IT Support Specialist (MSP, Level II) to deliver advanced technical support within a fast-paced, ticket-driven MSP environment. You will troubleshoot both hardware and software, manage Windows Server environments, and support Microsoft 365 and cloud-based services for diverse clients.

This full-time role emphasizes customer service, clear communication with non-technical users, and proactive issue resolution.

Qualifications

• Minimum of 4 years of hands-on IT support experience in a professional business setting.
• Proven experience supporting Windows desktop and server environments.
• Strong background troubleshooting networking, Microsoft technologies, and end-user systems.
• Experience in a client-facing technical support role, preferably within a Managed Service Provider (MSP).
• Knowledge of Windows Server administration, including Active Directory, DNS, DHCP, Group Policy, and File & Print Services.
• Experience supporting Microsoft 365 and Exchange environments.
• Familiarity with networking components including switches, routers, firewalls, VPNs, and wireless technologies.
• Experience with RMM tools and PSA/ticketing systems such as ConnectWise RMM and Autotask is beneficial.
• Ability to configure and support VoIP solutions.

Responsibilities

• Deliver technical support to end users via multiple channels, including phone, email, remote tools, and service desk ticketing systems.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, software applications, and various peripherals.
• Provision and configure workstations, user accounts, and equipment for new employees.
• Manage and prioritize support requests to consistently meet service level agreements (SLAs).
• Escalate complex issues as appropriate, while maintaining ownership and follow-through with clients.
• Communicate clearly and effectively with users, ensuring excellent customer service and technical support.
• Administer and support Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and File & Print Services.
• Support Microsoft 365, Exchange, and cloud-based services for clients.
• Perform user administration tasks such as password resets, account provisioning, and permissions management.
• Install, configure, and maintain antivirus and endpoint security solutions.
• Assist with server maintenance, updates, monitoring, and troubleshooting activities.
• Troubleshoot network infrastructure, including switches, routers, wireless networks, and firewalls.
• Assist with network configuration, monitoring, and optimization for performance and reliability.
• Support cloud computing environments and hybrid infrastructure solutions.
• Configure and support VoIP phone systems and related telecommunications technologies.
• Monitor system alerts and proactively address potential technical issues.
• Utilize remote monitoring and management (RMM) tools to resolve technical issues efficiently.
• Document troubleshooting steps, resolutions, and client interactions in professional service automation (PSA) systems.
• Support project work, including system upgrades, migrations, and technology implementations.
• Maintain accurate documentation of client environments and technical procedures.
• Stay informed about emerging technologies and recommend improvements to client environments where appropriate.

Skills

IT support

Windows troubleshooting

Networking

MSP experience

Customer service

VoIP

Tools

ConnectWise RMM

Autotask

Active Directory

DNS/DHCP

Microsoft 365

Job description

The IT Support Specialist (MSP, Level II) plays a pivotal role within a Managed Service Provider environment, delivering advanced technical support and customer service to a diverse clientele. This position focuses on troubleshooting and resolving complex IT issues, supporting both hardware and software systems, and ensuring the seamless operation of technology infrastructure. Located in Tempe, AZ, this full-time opportunity is ideal for those who thrive in a fast-paced, ticket-driven environment and are passionate about helping businesses optimize their IT operations. As an IT Support Specialist (MSP, Level II), you will engage directly with clients, address technical challenges, and contribute to the success of the technology team. The city of Tempe, AZ, is known for its dynamic business community, providing an excellent environment for IT professionals to grow their careers.

IT Support Specialist (MSP, Level II) - Summary: The IT Support Specialist (MSP, Level II) is responsible for providing comprehensive technical assistance to end users, supporting Windows Server environments, managing network infrastructure, and resolving a wide variety of technical issues. This position requires a solid background in IT support, especially within managed service provider settings, and the ability to communicate technical solutions clearly to non-technical users. The IT Support Specialist (MSP, Level II) is instrumental in ensuring client satisfaction and the efficient operation of client IT systems.

Duties & Responsibilities

• Deliver technical support to end users via multiple channels, including phone, email, remote tools, and service desk ticketing systems.
• Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, software applications, and various peripherals.
• Provision and configure workstations, user accounts, and equipment for new employees.
• Manage and prioritize support requests to consistently meet service level agreements (SLAs).
• Escalate complex issues as appropriate, while maintaining ownership and follow-through with clients.
• Communicate clearly and effectively with users, ensuring excellent customer service and technical support.
• Administer and support Windows Server environments, including Active Directory, Group Policy, DNS, DHCP, and File & Print Services.
• Support Microsoft 365, Exchange, and cloud-based services for clients.
• Perform user administration tasks such as password resets, account provisioning, and permissions management.
• Install, configure, and maintain antivirus and endpoint security solutions.
• Assist with server maintenance, updates, monitoring, and troubleshooting activities.
• Troubleshoot network infrastructure, including switches, routers, wireless networks, and firewalls.
• Assist with network configuration, monitoring, and optimization for performance and reliability.
• Support cloud computing environments and hybrid infrastructure solutions.
• Configure and support VoIP phone systems and related telecommunications technologies.
• Monitor system alerts and proactively address potential technical issues.
• Utilize remote monitoring and management (RMM) tools to resolve technical issues efficiently.
• Document troubleshooting steps, resolutions, and client interactions in professional service automation (PSA) systems.
• Support project work, including system upgrades, migrations, and technology implementations.
• Maintain accurate documentation of client environments and technical procedures.
• Stay informed about emerging technologies and recommend improvements to client environments where appropriate.

Salary & Benefits

• Competitive compensation package commensurate with experience and qualifications.
• Comprehensive benefits offered to full-time employees.
• Opportunities for ongoing training and professional development in a dynamic MSP environment.

Qualifications & Requirements

• Minimum of 4 years of hands-on IT support experience in a professional business setting.
• Proven experience supporting Windows desktop and server environments.
• Strong background troubleshooting networking, Microsoft technologies, and end-user systems.
• Experience in a client-facing technical support role, preferably within a Managed Service Provider (MSP).
• Knowledge of Windows Server administration, including Active Directory, DNS, DHCP, Group Policy, and File & Print Services.
• Experience supporting Microsoft 365 and Exchange environments.
• Familiarity with networking components including switches, routers, firewalls, VPNs, and wireless technologies.
• Experience with RMM tools and PSA/ticketing systems such as ConnectWise RMM and Autotask is beneficial.
• Ability to configure and support VoIP solutions.
• Strong understanding of workstation deployment, endpoint security, and system troubleshooting.

Ideal Candidate Snapshot

• Excellent troubleshooting and analytical skills with a detail-oriented approach.
• Strong verbal and written communication skills; ability to explain technical concepts to non-technical users.
• Outstanding customer service and relationship-building abilities.
• Skilled in organization and time management, with the ability to multitask in a fast-paced environment.
• Self-motivated, dependable, and capable of working both independently and collaboratively as part of a team.
• Preferred certifications: CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCSA, MCSE), and/or Cisco CCNA.
• Previous experience working for a Managed Service Provider (MSP) is highly desirable.
• Experience with cloud technologies, virtualization, and business productivity solutions is a plus.

Other Relevant Information

• This is a full-time role based in Tempe, AZ, offering a collaborative work environment within a growing MSP.
• Emphasis on continuous learning and advancement within the IT field.

Proudly committed to equal opportunity employment and fostering an inclusive, diverse workplace.