MSP Help Desk Technician - Client-Focused IT Support

Headway Strategy LLC; Fairlawn (OH); On-site; USD 42,000 - 64,000; Full time

Job summary

Headway Strategy LLC is seeking a Help Desk Technician to deliver advanced, remote technical support across multiple client environments. The role acts as the primary triage point with strong troubleshooting and client-facing service, handling issues through resolution in a fast-paced MSP setting.

The ideal candidate has 3+ years in a help desk or technical support role, solid Windows/macOS experience, and familiarity with Microsoft 365, AD, and network fundamentals.

Qualifications

• 3+ years of experience in a Help Desk or Technical Support role, preferably within an MSP.
• Strong working knowledge of Windows and macOS operating systems.
• Experience supporting Microsoft 365, Active Directory, and endpoint management tools.
• Solid understanding of networking fundamentals and troubleshooting.
• Experience with ticketing systems and managed services workflows.
• Excellent communication skills and attention to documentation.

Responsibilities

• Diagnose and resolve desktop, server, and network issues.
• Install, configure, and maintain workstations, laptops, printers, and peripherals.
• Support Windows, macOS, and common business applications.
• Troubleshoot Microsoft 365, Active Directory, Azure AD, and email systems.
• Onboard/offboard users and manage permissions and access control.
• Troubleshoot DNS, DHCP, TCP/IP, VPNs, and wireless networks.
• Utilize RMM and cybersecurity tools to monitor and remediate issues.
• Document steps and resolutions in ticketing system and knowledgebase.
• Collaborate with peers and vendors for complex issues.
• Provide professional, customer-focused service to client stakeholders.

Skills

Troubleshooting

Customer service

Documentation

Team collaboration

Communication

Multitasking

Independent work

Tools

Ninja RMM

ConnectWise Manage

CrowdStrike Falcon

VMware

Hyper-V

PowerShell

Job description

Headway Strategy LLC is seeking a Help Desk Technician to deliver advanced, remote technical support across multiple client environments. The role acts as the primary triage point with strong troubleshooting and client-facing service, handling issues through resolution in a fast-paced MSP setting.

The ideal candidate has 3+ years in a help desk or technical support role, solid Windows/macOS experience, and familiarity with Microsoft 365, AD, and network fundamentals.