Support Technician 

IT Technician
Remote
June 24, 2025
Full Time
Application ends: September 24, 2025

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Job Description

The Job

Technical Support (Client-Facing)

  • Handle incoming service requests as the first responder; resolve or escalate based on complexity.
  • Support user issues related to Microsoft 365, Windows OS, remote access, printers, VoIP, cybersecurity tools, and network basics.
  • Provision users and devices, configure new setups, and troubleshoot common MSP client environments.
  • Deploy and support endpoint security solutions, DNS filtering, MFA, and remote backup solutions.

SOP Creation & Documentation

  • Write, edit, and maintain internal SOPs, checklists, and knowledge base articles.
  • Translate tribal knowledge into clear, repeatable steps for use by techs at all levels.
  • Keep documentation up to date in IT Glue and ensure all client environments are well-documented.
  • Standardize repeat tasks into documented workflows to support automation and efficiency.

Client Experience

  • Communicate proactively and professionally set expectations, give clear updates, and follow up.
  • Act as a customer advocate internally, ensuring issues are fully resolved and documented for future reference.

Team Collaboration

  • Participate in daily huddles and weekly tech meetings to identify recurring issues and process gaps.
  • Collaborate with L1s and L3s to fine-tune documentation and identify automation opportunities.
  • Provide input on how to improve onboarding, ticket handling, and escalation procedures.

Ideal Candidate

  • 2+ years in an IT support role, ideally within an MSP.
  • Strong experience with Microsoft 365 admin center, Active Directory, user provisioning, and Teams/SharePoint support.
  • Experience with Autotask, Datto RMM, and IT Glue (or similar PSA/RMM/KB systems).
  • Comfortable writing technical documentation that is clear, easy to follow, and scalable.
  • Strong troubleshooting mindset—curious, analytical, and able to work through complex issues.
  • Excellent time management, communication skills, and attention to detail.

Extra Credit For:

  • Prior experience building internal documentation libraries or leading documentation initiatives.
  • Familiarity with compliance standards (NIST, HIPAA, CMMC, etc.).
  • PowerShell or automation scripting exposure.
  • CompTIA or Microsoft certifications.

Are you interested in this position?

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