MSP Help Desk Technician

Intechtel; Coeur d'Alene (ID); On-site; USD 37,000 - 44,000; Full time

Job summary

Intechtel in Coeur d'Alene, Idaho is seeking a full-time in-person Helpdesk Technician to serve as the first point of contact for clients, delivering prompt, friendly support and clear documentation of issues.

The role requires 2 years of help desk experience and about 5 years of Windows experience, strong MS 365 knowledge (Entra, Intune, Autopilot, Azure, Exchange Online, SharePoint), and hands-on RMM and PSA tooling.

Qualifications

• Non-entry level; proven Tier 2 IT/MSP experience.
• Strong knowledge of Microsoft 365 ecosystem (Entra, Intune, Autopilot, Azure, Exchange Online, SharePoint).
• Hands-on experience with an RMM platform (NinjaRMM, Datto RMM, Atera, or similar).
• Familiar with PSA/ticketing systems (Halo PSA, Autotask, ConnectWise, etc.).
• Familiar with cybersecurity tools and MSP security best practices.
• Comfort supporting Windows Server, networking gear, and cloud infrastructure.
• Ability to troubleshoot cross-system interactions and communicate clearly.

Responsibilities

• Serve as first point of contact via phone, email, and tickets.
• Schedule support appointments and site visits for technicians.
• Deliver prompt, friendly troubleshooting and document issues clearly.
• Use ticketing system to manage and resolve service requests.
• Maintain detailed ticket notes and closeouts; prevent staleness.
• Monitor RMM dashboards and security alerts; take remediation steps or escalate.
• Respond to predictive alerts and assist with on-site or remote project work.
• Triage requests, communicate status, and escalate when needed.
• Identify risks and suggest process improvements; support diverse client base.

Skills

Tier 2 experience

Microsoft 365

RMM platforms

PSA / ticketing

Cybersecurity basics

Windows Server

Networking fundamentals

Communication

On-site support

Self-directed

Tools

NinjaRMM

Datto RMM

Atera

Halo PSA

Autotask

ConnectWise

Job description

Must have:

• We require proven Tier 2-level IT/MSP experience; this is a non-entry-level role.
• We expect strong working knowledge of the Microsoft 365 ecosystem, including Entra, Intune, Autopilot, Azure, Exchange Online, and SharePoint.
• We value hands‑on experience with an RMM platform such as NinjaRMM, Datto RMM, Atera, or a comparable tool.
• We look for experience using a PSA or ticketing system such as Halo PSA, Autotask, ConnectWise, or a similar platform.
• We expect familiarity with cybersecurity tools and security best practices in a managed services environment.
• We need someone comfortable supporting and troubleshooting Windows Server environments, networking equipment, and cloud‑based infrastructure.
• We expect an understanding of how different systems, applications, and networks interact to resolve technical issues effectively.
• We require a professional, courteous, and clear communicator who can work well with clients in both written and verbal communication.
• We need someone self‑directed and adaptable who can switch between varied support demands throughout the day.
• We look for a strong desire to learn, grow, take ownership, and collaborate effectively with others.
• We require the ability to work in person at our Coeur dAlene, Idaho office.
• We require the ability to support occasional after‑hours maintenance windows, evening project cutovers, and on‑site client visits when needed.
• We prefer candidates with help desk experience of at least 2 years and Windows experience of around 5 years.

Responsibilities:

• We serve as a first point of contact for clients and prospects through phone, email, and ticket‑based support.
• We schedule support appointments and site visits for other technicians as needed.
• We deliver prompt, friendly, and helpful troubleshooting support to our clients.
• We use our ticketing system to manage, document, and resolve helpdesk tickets and service requests.
• We maintain detailed ticket notes, closeouts, and accurate client documentation.
• We split multi‑issue tickets into separate records and keep tickets moving so they do not become stale.
• We monitor our RMM dashboards, scheduled automations, and security alerts, then take remediation steps or elevate when necessary.
• We respond to predictive alerts such as drive failures and hardware issues.
• We use our password management and knowledge base tools to support efficient issue resolution.
• We assist the projects team with onsite or remote project work when additional help is needed.
• We triage incoming requests, open tickets, and communicate status updates to clients throughout the resolution process.
• We elevate issues that require higher‑level support.
• We identify, communicate, and help reduce potential risks for our tech support team and clients.
• We follow assigned schedules, standard operating procedures, and security procedures.
• We look for process improvements and contribute constructively to positive change.
• We take on additional duties as requested by senior technicians or other members of our tech support team.
• We support a diverse client base across endpoints, Microsoft 365, networking, servers, Intune, Autopilot, Entra ID, VoIP systems, and infrastructure.
• We monitor and respond to alerts from RMM, BCDR, cybersecurity, identity, and related platforms.
• We perform occasional after‑hours maintenance and evening cutovers, and we complete on‑site visits using company vehicles when required.

Company:

We are Intechtel, a Coeur dAlene‑based provider of internet, technology, and telephone services, and we are passionate about simplifying technology while delivering outstanding customer service. Our teams top priority is keeping our clients exceptionally happy by resolving their technical issues quickly and clearly. This is a full‑time, permanent in‑person position at our Coeur dAlene, Idaho office, and it offers strong growth potential into roles such as Senior Helpdesk Technician or Network Engineer. We provide a company desktop and laptop, a company cell phone, a service vehicle and fuel card after the probationary period, paid industry training and certifications, paid holidays, PTO after probation, access to our tech lab and tools, and plenty of coffee. We also offer paid time off and an hourly range of $27.00 to $32.00.