What are the responsibilities and job description for the MSP IT Support Technician II position at Alpha Omega Computer & Network Services, Inc?
Benefits:
- Birthday Holiday
- 401(k)
- 401(k) matching
- Company parties
- Competitive salary
- Dental insurance
- Free food & snacks
- Free uniforms
- Health insurance
- Opportunity for advancement
- Paid time off
- Training & development
- Vision insurance
Job Summary
We are seeking an experienced and customer-focused MSP IT Support Technician II to join our mission-driven team and contribute to our Managed Security Service Provider (MSSP) growth initiative. In this role, you will troubleshoot, perform proactive maintenance, deploy technologies, and resolve technical and customer issues. You’ll support a diverse range of clients, with an emphasis on those manufacturing products for the Defense Industrial Base (DIB) and pursuing CMMC compliance. This position requires strong technical expertise, excellent communication skills, and a commitment to delivering exceptional service in an MSP environment while ensuring reliability, security, and customer satisfaction.
Our company thrives on being Happy, Hungry, Humble, and Honest—values that drive us to deliver exceptional service to our clients and give back to our community. If you’re ready to support, secure, and maintain high-performing clients, join us as we grow toward our $10M MSSP initiative.
Responsibilities
- Serve as the first point of contact for technical assistance via phone, email, or ticketing system; triage issues as required.
- Troubleshoot and resolve Tier 2 hardware and software issues in a timely manner, ensuring client satisfaction.
- Manage onboarding and offboarding for client employees, including user accounts and system configurations.
- Prepare devices for deployment, including software installation, configuration, and client-specific settings.
- Perform account management and support for Microsoft 365, Google Workspace, and Exchange, including mobile integration.
- Configure, deploy, and troubleshoot workstations, laptops, printers, and mobile devices (Windows, macOS, iOS, Android).
- Troubleshoot Microsoft Server environments, Active Directory, DNS, DHCP, and VPNs.
- Document resolutions, processes, and client-specific configurations in the ticketing system.
- Identify recurring issues and implement preventative measures to reduce downtime and improve reliability.
- Assist in maintaining and optimizing local networks to ensure performance and connectivity.
- Provide technical training and guidance to clients on software, hardware, and best practices.
- Collaborate with team members to deliver exceptional client support and perform additional tasks as needed.
Required Qualifications
- 2-3 years of experience in an IT service desk or similar role within an MSP environment.
- CompTIA A & Network certifications or equivalent; desire to pursue further certifications (e.g., Security , Microsoft).
- Strong troubleshooting skills for workstations, servers, and networks.
- Experience with enterprise email solutions (Microsoft 365, Google Workspace, Exchange) and mobile device integration.
- Intermediate knowledge of Microsoft Server, Active Directory, DNS/DHCP, and VPNs.
- Proficiency in configuring and troubleshooting PCs, Macs, printers, and multifunction devices.
- Excellent communication skills and the ability to document and explain technical issues to non-technical users.
- Customer-focused mindset with the ability to manage multiple tasks and priorities under pressure.
Preferred Qualifications
- Experience with RMM and PSA tools used in MSPs (e.g., Autotask, ConnectWise, Kaseya).
- Basic knowledge of MSP cybersecurity tools and practices.
- Familiarity with virtualization technologies (e.g., VMware, Hyper-V).
- ITIL Foundation certification or equivalent understanding of IT service management best practices.
Salary : $32 - $38
