MSP Tier 2 Help Desk Technician | Multi-Client IT Support

Allo-Communications; Kansas City (MO); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

401(k) match up to 5%

Medical, vision, and dental

Earned Time Off (ETO)

Tuition assistance

Volunteer sponsorships

Free internet

Job summary

ALLO is seeking a Help Desk Technician to join our Managed Services team, supporting a diverse portfolio of business clients in an MSP environment. You will handle Tier 2 support for Windows, Microsoft 365, hardware, printers, and related line-of-business apps, while following SLAs and documenting resolutions.

You will triage tickets, communicate clearly with clients, and troubleshoot network issues (DNS, DHCP, VPN, Wi‑Fi). Some travel to client sites may be required.

Qualifications

• 2–5 years of experience in a help desk, service desk, or IT support role in an MSP or multi-client environment.
• Hands-on experience supporting business users in ticket-driven environments.
• Working knowledge of Windows 10/11 and Windows Server basics, Microsoft 365.

Responsibilities

• Provide Tier 2 support for multiple business clients in an MSP setting.
• Troubleshoot and resolve issues related to Windows, Microsoft 365, hardware, printers, and line-of-business applications.
• Perform basic network troubleshooting (DNS, DHCP, connectivity, VPN, Wi-Fi).
• Use remote management and remote desktop tools to diagnose and resolve issues.
• Triage, prioritize, and manage tickets based on urgency, impact, SLAs.
• Escalate complex issues and stay engaged through resolution.
• Document resolutions and procedures for knowledge sharing and continuous improvement.
• Travel to customer site if needed.

Skills

Troubleshooting

Customer service

Communication

Time management

Teamwork

Education

Associate or Bachelor's degree in IT/CS

Tools

Windows 10/11

Windows Server basics

Microsoft 365

Job description

ALLO is seeking a Help Desk Technician to join our Managed Services team, supporting a diverse portfolio of business clients in an MSP environment. You will handle Tier 2 support for Windows, Microsoft 365, hardware, printers, and related line-of-business apps, while following SLAs and documenting resolutions.

You will triage tickets, communicate clearly with clients, and troubleshoot network issues (DNS, DHCP, VPN, Wi‑Fi). Some travel to client sites may be required.