MSP Help Desk Technician

ALLO Communications LLC; Mission (KS); On-site; USD 50,000 - 70,000; Full time

Benefits offered by this job

401(k) match

Tuition assistance

Health, vision and dental benefits

Earned Time Off (ETO)

Job summary

ALLO Communications LLC is seeking a Help Desk Technician to join our Managed Services team. You will support multiple business clients, handling Tier 2 issues, and work in a fast-paced MSP environment.

Expect to work either a standard Monday–Friday shift or a 4x10 schedule with some weekend days; occasional travel to client sites may be required. Kansas City area residents preferred.

Qualifications

• 2-5 years in help desk/service desk or IT support, MSP or multi-client environment preferred.
• Hands-on support for business users in a fast-paced, ticket-driven setting.
• Industry certifications such as CompTIA A+/Network+ or Microsoft are a plus.

Responsibilities

• Provide Tier 2 technical support for multiple business clients in an MSP setting.
• Troubleshoot Windows, Microsoft 365, hardware, printers, and line-of-business apps.
• Perform basic network troubleshooting (DNS, DHCP, connectivity, VPN).
• Use remote management and remote desktop tools to diagnose and resolve issues.
• Triage, prioritize, and manage tickets per urgency, SLA, and scope.
• Escalate complex issues while staying engaged through resolution.
• Communicate professionally with clients via phone, email, and chat; provide status updates.
• Document resolutions and procedures to support knowledge sharing.
• Follow MSP best practices and security standards.

Skills

Windows 10/11

Microsoft 365

DNS/DHCP

VPN

Ticketing systems

Customer service

Education

Associate/Bachelor in IT or related field

Tools

Remote Desktop

RMM tools

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.

We are currently hiring for both a Monday to Friday, 8 hour shift and a 4x10-hour shift schedule. The 4 x 10's shift which includes some weekend days and Mondays, with the opportunity to adjust shifts on an 8-week rotation. This schedule offers flexibility, along with the potential to earn a weekend shift differential in addition to the starting pay.

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, but travel to customer site is required if needed.

This position will require that the individual live in or near the Kansas City area.

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 basics, Microsoft 365 (Outlook, Teams, OneDrive, SharePoint fundamentals), Common hardware, printers, and peripherals.
• Associate 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.

REQUIREMENTS

• Remain stationary for extended periods
• Ability to communicate information
• Ability to bend, kneel, and stand
• Ability to operate a computer
• Ability to operate hand tools and equipment
• Possess/maintain a Valid Driver’s License
• Travel requirement
• 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.

FREE INTERNET

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].

ALLO is a Drug Free and Tobacco Free Workplace.

Welcome to ALLO Careers! Since 2003, ALLO has provided customers with the most modern network possible while employing a team of engineers, operators, and technical experts who constantly work with customers to develop creative ways to utilize ALLO's fiber network.

ALLO's growth and success are thanks in large part to our reputation for winning customer service, technical capabilities, experienced, knowledgeable personnel, and superior products.

ALLO Communications is a telecommunications company offering fiber, telephone, long distance broadband, internet and television to residents and businesses. We also proudly offer innovative technology solutions for businesses of all size.