Job Description
Job Description
About the Role
We’re a Managed Service Provider on a mission to keep small and mid-sized businesses running smoothly. You’ll be the tech superhero who splits time between the helpdesk and the real world—solving problems, saving the day, and occasionally wrestling with rogue printers. From start to finish, you’ll own tickets like they’re your personal quest, jumping in wherever clients need a hand (or a brain).
Yes, there’s a rotating after-hours/on-call schedule—because tech emergencies don’t respect bedtime.
What You’ll Do
- Be the first line of defense: Tackle Tier 1–2 tickets via phone, email, and remote tools. When escalation is needed, hand off with notes so good they deserve applause.
- Get your hands dirty: Field work at client sites—building workstations and servers, installing network gear, taming Wi-Fi gremlins, and making printers behave.
- Keep things humming: Support managed workstation services like EDR/antivirus, OS and third-party patching, RMM alerts, and remote support.
- Own the ticket lifecycle: Triage, prioritize against SLAs, communicate like a pro, document everything, and close with a smile.
- Fortify the castle: Apply security policies, verify backups, manage identities, and handle basic M365 admin.
- Leave breadcrumbs: Document in our knowledge base so the next tech can pick up where you left off.
- Stay proactive: Patch compliance, alert reviews, backup checks, hardware health, and those little improvement tickets that make big differences.
Tech Stack You’ll Touch
Windows 10/11 & Windows Server, Active Directory / Entra ID, Microsoft 365, SMB networking (firewalls/switches/APs), RMM/PSA tools, EDR, backup platforms.
Bonus points for: PowerShell scripting, VLAN/DHCP/DNS basics, Intune/MDM, imaging/Autopilot.
What You’ll Bring
- 2–4+ years in an MSP or similar multi-client IT support environment.
- A knack for translating tech jargon into plain English.
- Hands-on troubleshooting skills across endpoints, peripherals, networking basics, and cloud tools.
- Documentation habits that would make a librarian proud.
- A valid driver’s license and willingness to travel locally (company car or mileage reimbursement included).
- Certifications (CompTIA A+/Network+/Security+, Microsoft) = extra credit.
Work Style & Schedule
- Monday–Friday, business hours.
- Rotating on-call coverage for after-hours incidents.
Benefits & Perks
Health Insurance, Simple IRA, PTO/Holidays.
Show Me the Money: Helpdesk Technician Edition
So, what’s the going rate for being the hero who saves the day when printers revolt and Wi-Fi ghosts strike? In the U.S., Helpdesk Technicians typically pocket $45K–$55K a year, with rookies starting around $40K and seasoned pros climbing to $65K+. Hourly? Think $20–$24, and if you’re the tech whisperer everyone calls first, you could hit $30/hr in hot markets.
What Makes Your Paycheck Smile?
- Experience: Fresh faces (0–2 years) land $40K–$50K; mid-level champs (3–5 years) snag $55K–$65K; senior tech wizards? $70K and beyond.
- Certifications: Got CompTIA A+, Network+, or Microsoft creds? Your wallet says thanks.
Company DescriptionMSP in Waterford, CT. Helpdesk + Hands-On IT.
In person * M - F
8:30 -5
Company Description
MSP in Waterford, CT. Helpdesk + Hands-On IT.\r\nIn person * M - F\r\n8:30 -5