Job Title: Service Desk Technician (Managed Service Provider)
About the Role
We are seeking a motivated and customer-focused Service Desk Technician to join our Managed Service Provider (MSP) team. In this role, you will be the first point of contact for client technical issues, providing remote and occasional onsite support. You will troubleshoot a wide range of environments, work with modern MSP toolsets, and help ensure our clients’ IT operations run smoothly.
Key Responsibilities
Serve as the primary contact for client support requests via phone, email, chat, or ticketing system.Troubleshoot and resolve issues related to:Windows and macOS endpointsOffice 365 / Microsoft 365 apps and administrationNetworking (DNS, DHCP, VPN, Wi-Fi, firewalls)Printers, peripherals, and common business applicationsVoIP systems and basic telephonyMonitor and manage tickets through the PSA system, ensuring proper documentation and timely resolution.Use RMM tools to perform remote remediation, patching, monitoring, and maintenance tasks.Escalate complex issues to senior technicians or engineers when appropriate.Follow established procedures and contribute to knowledge-base documentation.Assist with onboarding and offboarding, including account setups, hardware preparation, and software deployment.Participate in after-hours on-call rotation.Deliver excellent customer service with strong communication and professionalism.
Required Qualifications
1–3 years of IT support experience, preferably in an MSP environment.Strong knowledge of Windows 10/11, Microsoft 365, and common business applications.Familiarity with RMM and PSA tools (ConnectWise, Autotask, N-able, NinjaOne, etc.).Understanding of basic networking (TCP/IP, VLANs, firewalls, routing).Ability to diagnose hardware and software issues efficiently.Excellent troubleshooting, communication, and customer service skills.Ability to manage multiple tickets and priorities in a fast-paced environment.
Preferred Qualifications
Experience supporting cloud environments (Azure AD, Intune, Google Workspace).CompTIA certifications (A+, Network+, Security+) or equivalent.Experience with backup solutions, security tools, and multi-tenant environments.Mac support experience.
Working Conditions
Mostly remote work with occasional onsite visits.May require lifting up to 35 lbs (hardware such as desktops and servers).Participation in rotating on-call schedule.
What We Offer
Competitive compensationProfessional development and certification reimbursementOpportunities for advancement within a growing MSPSupportive team culture and exposure to a wide range of technologiesCompany DescriptionVelecor Services was founded in 2008 with a big idea — to bring the “Enterprise IT Solution Experience” to businesses in the Greater Cincinnati area. Collectively, our team has over a century of experience in developing and implementing IT solutions. We have grown steadily over the last five years while maintaining a high customer satisfaction and employee retention rate.Company DescriptionVelecor Services was founded in 2008 with a big idea — to bring the “Enterprise IT Solution Experience” to businesses in the Greater Cincinnati area. Collectively, our team has over a century of experience in developing and implementing IT solutions. We have grown steadily over the last five years while maintaining a high customer satisfaction and employee retention rate. Read Less