MSP IT Helpdesk Technician — Onsite Gainesville

Falcon Recruitment; Gainesville (FL); On-site; USD 52,000 - 64,000; Full time

Benefits offered by this job

Health insurance

Life and AD&D insurance

401(k) plan

Certification support

Ongoing training and development

Job summary

Falcon Recruitment is seeking an IT Helpdesk Technician for our Gainesville, FL-based service team. This hands-on, client-facing role requires ownership of tickets, clear client communication, and thorough documentation to drive permanent solutions.

Ideal candidates have MSP background and experience supporting multiple client environments. You'll work onsite in Gainesville, with a rotating on-call schedule and opportunities for professional growth in certification paths.

Qualifications

• 2+ years of professional IT support experience.
• Current or recent MSP experience required.
• Experience supporting multiple client environments in a fast-paced service desk setting.
• Strong Windows desktop troubleshooting skills and working knowledge of Windows Server environments.
• Active Directory user and group administration experience.

Responsibilities

• Manage and resolve a daily queue of standard and moderately complex client support tickets.
• Troubleshoot escalated issues from Level 1 technicians and determine when additional escalation is required.
• Provide responsive technical support through phone, email, remote sessions, and other client communication channels.
• Diagnose issues thoroughly with an emphasis on permanent resolution and first-time fixes.
• Support and administer Microsoft 365 environments, including Exchange Online, Teams, OneDrive, SharePoint permissions, licensing, and MFA.
• Perform Active Directory administration, including user accounts, password resets, group memberships, and basic Group Policy troubleshooting.
• Troubleshoot Windows 10 and Windows 11 workstations, drivers, printers, peripherals, and common business applications.
• Diagnose workstation-level networking issues involving DNS, DHCP, TCP/IP, wireless connectivity, VPNs, and basic switch connectivity.
• Work with PSA and RMM platforms to manage tickets, monitor client environments, and document technical activity.
• Review and respond to alerts generated by endpoint security, monitoring, and cybersecurity platforms.
• Escalate issues appropriately with clear documentation of troubleshooting already completed.
• Create and maintain internal knowledge-base documentation following successful resolutions.
• Assist and mentor Level 1 technicians by sharing technical knowledge and troubleshooting best practices.
• Communicate proactively with clients so they remain informed throughout the resolution process.
• Participate in a light rotating on-call schedule.

Skills

MSP experience

Windows troubleshooting

Client communication

Tools

ConnectWise Manage

NinjaOne

Datto RMM

ThreatLocker

Job description

Falcon Recruitment is seeking an IT Helpdesk Technician for our Gainesville, FL-based service team. This hands-on, client-facing role requires ownership of tickets, clear client communication, and thorough documentation to drive permanent solutions.

Ideal candidates have MSP background and experience supporting multiple client environments. You'll work onsite in Gainesville, with a rotating on-call schedule and opportunities for professional growth in certification paths.