Client Support Technician (Level 2 – MSP)

Location: Onsite (5 days/week)

Employment Type: Full-Time

Compensation: $55,000 – $70,000

About the Role

We are a small, high-performing Managed Services Provider (MSP) team of approximately 8 employees that takes culture and collaboration seriously. This role is ideal for someone who thrives in a fast-paced environment and wants strong opportunities for both technical and professional growth.

As a Client Support Technician, you will serve as the first point of contact for client support requests, handling ticket triage, troubleshooting, documentation, and coordination of on-site support when needed.

Work Environment & Logistics

• Fully onsite role (5 days per week)
• No on-call rotation

Benefits

• 100% employer-paid health, dental, and vision insurance
• 3 weeks PTO (accrued)
• Collaborative, tight-knit team environment

Why Join

• Work with a highly functional, close-knit MSP team
• Strong opportunities for technical and career growth
• Gain hands-on experience across diverse client environments
• Be part of a culture that values process, teamwork, and accountability

What You’ll Do

• Serve as the primary point of contact for inbound client support (phone, email, ticketing system)
• Triage, prioritize, and resolve Level 1 help desk tickets efficiently
• Troubleshoot workstation, printer, and basic network issues
• Manage and update tickets in Autotask with accurate notes, time entries, and status updates
• Schedule and coordinate on-site technician visits
• Monitor RMM alerts and respond to automated tickets
• Create and maintain documentation, including SOPs and client-specific notes
• Communicate clearly with non-technical clients (no jargon)
• Participate in team meetings and contribute to process improvements

Required Experience & Skills

• 1–2 years of experience in a help desk or IT support role (MSP experience preferred)
• Strong Windows 10/11 desktop support skills
• Experience troubleshooting Apple devices (macOS, iOS, iPadOS)
• Basic Microsoft 365 administration (password resets, licensing, shared mailboxes, distribution lists)
• Experience with printers and basic networking (DNS, DHCP, connectivity issues)
• Familiarity with PSA/ticketing systems (Autotask, ConnectWise, or similar)
• Ability to manage and prioritize a ticket queue independently
• Strong documentation habits and attention to detail
• Excellent written and verbal communication skills
• Professional phone presence as the first point of client contact
• Coachable and process-oriented mindset