Tier 2 Help Desk Technician — MSP Support (Remote/On-site)

ALLO Communications LLC; Kansas City (MO); On-site; USD 44,000 - 60,000; Full time

Benefits offered by this job

Free internet discounts

401(k) matching up to 5%

Health and wellness program

Medical, vision, dental insurance

Earned Time Off (ETO)

Tuition assistance

Job summary

ALLO Communications LLC is seeking a Help Desk Technician to join our Managed Services team in Kansas City. You will support multiple business clients, troubleshoot Windows OS, Microsoft 365, hardware, printers, and network issues, using remote tools to resolve tickets efficiently.

The role requires 2–5 years in a help desk/ MSP setting, strong communication, and customer-service focus, with the ability to pass a background check and travel to client sites when needed.

Qualifications

• 2-5 years of experience in a help desk, service desk, or IT support role, preferably in an MSP or multi-client environment.
• Hands-on experience supporting business users in fast-paced, ticket-driven environments.
• Working knowledge of Windows 10/11 and Windows Server basics, Microsoft 365, hardware, printers, and peripherals.
• Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
• Industry certifications such as CompTIA A+/Network+, Microsoft, or similar.

Responsibilities

• Provide Tier 2 technical support for multiple business clients in an MSP setting.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, hardware, printers, peripherals, 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.
• Accurately triage, prioritize, and manage tickets based on urgency, business impact, SLAs, and scope.
• Escalate complex or infrastructure-level issues appropriately while remaining engaged through resolution.
• Communicate clearly and professionally with clients via phone, email, and chat, setting expectations and provide status updates.
• Document resolutions, procedures, and known issues to support knowledge sharing and continuous improvement.
• Follow MSP best practices, security standards, and documentation requirements.
• Resolve most tickets in-office via remote tools, but travel to customer site is required if needed.

Skills

MSP experience

Ticketing systems

Windows support

Microsoft 365

Remote tools

Customer service

Communication

Time management

Documentation

Education

Associate or bachelor’s degree in information technology or related field

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

Job description

ALLO Communications LLC is seeking a Help Desk Technician to join our Managed Services team in Kansas City. You will support multiple business clients, troubleshoot Windows OS, Microsoft 365, hardware, printers, and network issues, using remote tools to resolve tickets efficiently.

The role requires 2–5 years in a help desk/ MSP setting, strong communication, and customer-service focus, with the ability to pass a background check and travel to client sites when needed.