MSP Service Desk Support Specialist

Red Cup IT, Inc.; United States; On-site; USD 50,000 - 70,000; Full time

Job summary

A leading Managed Service Provider is seeking a Service Desk & Support Specialist to provide technical support across multiple industries. You will handle help desk tickets, troubleshoot issues with Microsoft 365 and networks, and ensure excellent customer service. The ideal candidate has 2-3 years of experience in a similar role, with strong problem-solving skills and the ability to multitask in a fast-paced environment. This is a full-time opportunity that offers the chance to work with various technologies and grow professionally.

Qualifications

• 2-3 years of experience in an MSP IT help desk or desktop support role.
• Hands-on experience with Windows 10/11 workstations and Microsoft 365.
• Basic networking troubleshooting skills are required.

Responsibilities

• Respond to help desk tickets via various communication channels.
• Troubleshoot and resolve Microsoft 365 and networking issues.
• Monitor client systems and perform routine maintenance.

Skills

Customer service

Problem-solving

Multitasking

Communication skills

Tools

ConnectWise

Datto

Microsoft 365

Windows 10/11

Job description

We are an established Managed Service Provider (MSP) seeking a Service Desk & Support Specialist to deliver first- and second-level technical support to our clients across multiple industries. You will troubleshoot hardware, software, and network issues, manage tickets, and provide an excellent customer experience in a fast-paced, team-focused environment.

Key Responsibilities

• Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs.
• Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions.
• Assist with Windows Server user administration, basic server checks, and routine maintenance tasks.
• Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); elevate complex issues when needed.
• Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance.
• Document all work performed in the ticketing system with clear notes and resolutions.
• Participate in onboarding of new users (accounts, hardware setup, permissions, applications).
• Collaborate with senior engineers on escalations and follow-through to resolution.
• Educate end users on basic IT best practices and security awareness.

Required Qualifications

• Must have 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role.
• Hands‑on experience with:
  • Windows 10/11 workstations (install, configure, troubleshoot).
  • Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks).
  • Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.
• Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).
• Strong customer service, communication, & documentation skills.
• Ability to multitask, prioritize tickets, and work independently in a fast‑paced MSP environment.

Preferred Qualifications

• Previous experience working for a Managed Service Provider is a must.
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or Cisco (e.g., CCNA).
• Basic PowerShell or scripting knowledge for automation and routine tasks.
• Experience with firewalls (e.g., SonicWall, Meraki) and VPN configuration.
• Familiarity with backup and disaster recovery solutions.

Soft Skills

• Strong problem‑solving mindset and willingness to research and learn new technologies.
• Professional, patient, and empathetic approach when working with non‑technical users.
• Reliable work ethic and consistent follow‑through on assigned tickets and projects.