Tier 3 - IT Helpdesk Support Technician: MSP EXPERIENCE REQUIRED

This is a remote position.

Overview

A growing small-to-mid-size Managed Service Provider (MSP) is seeking a Help Desk Technician III to join our fully remote technical support team. This role is ideal for an experienced IT professional who thrives in fast-paced, client-focused environments and has a proven track record of resolving complex technical issues.

As a Tier III Help Desk Technician, you’ll manage high-level support escalations, perform root-cause analysis, and ensure optimal system performance across multiple client environments. You’ll collaborate closely with senior engineers and client leadership to deliver exceptional service, improve uptime, and drive operational efficiency.

This is a contract-to-hire position with conversion to full-time employment after 90 days, at which point you’ll become eligible for medical, dental, vision, 401(k), and PTO benefits.

Key Responsibilities

• Serve as the primary escalation point for complex technical issues across client environments.

• Provide advanced support for Microsoft 365, Active Directory, and Windows Server (2016/2019/2022).

• Manage and troubleshoot DNS, DHCP, VPN, and firewall configurations.

• Perform system maintenance, patching, and monitoring to ensure compliance and uptime.

• Support both Windows and macOS users in hybrid cloud environments.

• Utilize RMM and PSA tools (e.g., ConnectWise, Datto, NinjaOne, or Atera) for monitoring and documentation.

• Assist with onboarding and offboarding, including device provisioning and account management.

• Collaborate with project teams on migrations, implementations, and infrastructure upgrades.

• Mentor and guide Tier I and II technicians to improve service quality and consistency.

Requirements

Qualifications

• 7+ years of progressive IT support experience, with at least 2 years in a Tier II or higher MSP environment.

• Strong knowledge of Windows Server administration and Active Directory management.

• Expertise in Microsoft 365 administration, Intune, and Azure AD.

• Solid understanding of networking protocols (DNS, DHCP, TCP/IP, LAN/WAN).

• Experience using RMM and PSA tools (ConnectWise, Datto, NinjaOne, etc.).

• Excellent problem-solving, documentation, and customer service skills.

• Experience supporting macOS environments a plus.

• Relevant certifications (CompTIA Network+, Security+, Microsoft MCSA/MCP) preferred.

• Must be authorized to work in the United States. Sponsorship is not available.

Benefits

Benefits Upon Conversion

• Medical, Dental, and Vision Insurance

• 401(k) Retirement Plan

• Paid Time Off (PTO)

• Flexible Remote Work Environment

• Professional Growth Opportunities in a Remote-First MSP

Schedule

• Full-Time | 8:00 AM – 5:00 PM (EST or CST only)

• Candidates must reside in Eastern or Central Time Zones — no exceptions.

• Immediate start, within a week of final interview