MSP Help Desk Technician - Tier 2 Support Pro

ALLO Communications; Norfolk (NE); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Free internet

401(k) matching up to 5%

Health and wellness programs

Medical, vision, and dental insurance

Earned Time Off (ETO)

Tuition assistance

Community sponsorships

Job summary

ALLO Communications is seeking a Help Desk Technician to join our Managed Services team in Norfolk, NE. You will support multiple business clients, troubleshoot Windows and Microsoft 365 issues, and provide timely, professional IT assistance.

You will work in a fast-paced MSP environment, documenting resolutions and maintaining strong client relationships while meeting SLAs and security standards.

Qualifications

• 2–5 years in a help desk, service desk, or IT support role, ideally MSP or multi-client.
• Hands-on experience supporting business users in fast-paced, ticket-driven environments.
• Working knowledge of Windows 10/11, Windows Server basics, Microsoft 365, and hardware.
• Industry certifications such as CompTIA A+/Network+, Microsoft, or similar preferred.
• Ability to pass a fingerprint-based background check.

Responsibilities

• Provide Tier 2 technical support for multiple business clients in an MSP setting.
• Troubleshoot and resolve issues related to Windows OS, Microsoft 365, hardware, printers, and apps.
• Perform basic network troubleshooting (DNS, DHCP, connectivity, VPN, Wi‑Fi).
• Use remote management tools and remote desktop to diagnose and resolve issues efficiently.
• Triage, prioritize, and manage tickets based on urgency, impact, SLAs, and scope.
• Escalate complex issues while staying engaged through resolution.
• Communicate clearly with clients via phone, email, and chat; provide status updates.
• Document resolutions and known issues to support knowledge sharing.
• Follow MSP best practices, security standards, and documentation requirements.
• Resolve most tickets in-office via remote tools; travel to client sites when needed.

Skills

Troubleshooting

Customer service

Communication

Time management

Documentation

Background check

Education

Associate or Bachelor's degree in IT/CS

Industry certifications (CompTIA A+/Network+, Microsoft)

Tools

Windows 10/11

Windows Server basics

Microsoft 365

Printers & peripherals

Remote management tools

DNS/DHCP/VPN

Job description

ALLO Communications is seeking a Help Desk Technician to join our Managed Services team in Norfolk, NE. You will support multiple business clients, troubleshoot Windows and Microsoft 365 issues, and provide timely, professional IT assistance.

You will work in a fast-paced MSP environment, documenting resolutions and maintaining strong client relationships while meeting SLAs and security standards.