Senior MSP Help Desk Technician — On-Site & Growth Path

Intechtel; Coeur d'Alene (ID); On-site; USD 37,000 - 44,000; Full time

Job summary

Intechtel in Coeur d'Alene, Idaho is seeking a full-time in-person Helpdesk Technician to serve as the first point of contact for clients, delivering prompt, friendly support and clear documentation of issues.

The role requires 2 years of help desk experience and about 5 years of Windows experience, strong MS 365 knowledge (Entra, Intune, Autopilot, Azure, Exchange Online, SharePoint), and hands-on RMM and PSA tooling.

Qualifications

• Non-entry level; proven Tier 2 IT/MSP experience.
• Strong knowledge of Microsoft 365 ecosystem (Entra, Intune, Autopilot, Azure, Exchange Online, SharePoint).
• Hands-on experience with an RMM platform (NinjaRMM, Datto RMM, Atera, or similar).
• Familiar with PSA/ticketing systems (Halo PSA, Autotask, ConnectWise, etc.).
• Familiar with cybersecurity tools and MSP security best practices.
• Comfort supporting Windows Server, networking gear, and cloud infrastructure.
• Ability to troubleshoot cross-system interactions and communicate clearly.

Responsibilities

• Serve as first point of contact via phone, email, and tickets.
• Schedule support appointments and site visits for technicians.
• Deliver prompt, friendly troubleshooting and document issues clearly.
• Use ticketing system to manage and resolve service requests.
• Maintain detailed ticket notes and closeouts; prevent staleness.
• Monitor RMM dashboards and security alerts; take remediation steps or escalate.
• Respond to predictive alerts and assist with on-site or remote project work.
• Triage requests, communicate status, and escalate when needed.
• Identify risks and suggest process improvements; support diverse client base.

Skills

Tier 2 experience

Microsoft 365

RMM platforms

PSA / ticketing

Cybersecurity basics

Windows Server

Networking fundamentals

Communication

On-site support

Self-directed

Tools

NinjaRMM

Datto RMM

Atera

Halo PSA

Autotask

ConnectWise

Job description

Intechtel in Coeur d'Alene, Idaho is seeking a full-time in-person Helpdesk Technician to serve as the first point of contact for clients, delivering prompt, friendly support and clear documentation of issues.

The role requires 2 years of help desk experience and about 5 years of Windows experience, strong MS 365 knowledge (Entra, Intune, Autopilot, Azure, Exchange Online, SharePoint), and hands-on RMM and PSA tooling.