IT Help Desk Support Technician - MSP & Help Desk Experience Required

Professional Computer Concepts is a managed service provider serving small and mid-sized businesses throughout the Greater Bay Area. We provide managed IT services, consulting, cybersecurity support, and cloud solutions.

We are looking for an experienced Help Desk Support Technician / IT Support Technician II who can support end users, troubleshoot technical issues, document work clearly, and provide excellent client service in a fast-paced MSP environment.

This is not an entry-level position. The right candidate should already be comfortable troubleshooting common user, workstation, Microsoft 365, printer, network, and business application issues with limited hand-holding.

Prior MSP experience is strongly preferred. Candidates without MSP experience should have equivalent experience supporting multiple users, locations, or business environments.

Responsibilities

Provide help desk support to clients via remote connection, phone, email, and in person.

Install, maintain, and troubleshoot workstations, printers, desktop software, mobile devices, and related systems.

Make consistent and detailed use of ticket-tracking software to document work performed, client communication, troubleshooting steps, and resolution notes.

Configure laptops and workstations according to client specifications.

Diagnose and resolve Windows 11 performance, application, connectivity, printing, profile, and malware-related issues.

Support Microsoft 365 administration, including user accounts, licensing, mailbox issues, MFA, basic security settings, and common Outlook/Teams/OneDrive/SharePoint issues.

Troubleshoot basic network issues involving TCP/IP, DNS, DHCP, VPN, Wi-Fi, and internet connectivity.

Assist with network equipment configurations and implementations as appropriate.

Support desktop and infrastructure technology migrations, including Microsoft 365, Windows 11, Entra ID, Intune, and related cloud services.

Escalate issues appropriately and communicate clearly with clients and internal team members.

Help maintain procedural documentation and training materials.

Perform other administrative and support duties as required.

Must have reliable personal transportation for onsite support calls. Mileage is reimbursed.

Required Experience and Skills

• Minimum 3 years of professional IT support experience required; 4–5 years preferred.
• Prior experience working for a managed service provider is strongly preferred.
• Previous help desk or service desk experience supporting business users is required.
• Experience using a ticketing system is required.
• Experience with Microsoft 365 administration is required.
• Experience supporting Windows 11 desktops and notebooks in a networked business environment is required.
• Hands-on experience deploying and supporting Windows PCs is required.
• Experience supporting Mac computers is preferred.
• Ability to diagnose and resolve PC performance, malware, application, connectivity, and user profile issues.
• Working knowledge of TCP/IP networking and related services, including DNS, DHCP, VPN, and Wi-Fi.
• Basic knowledge of Entra ID and Active Directory concepts and administration.
• Recent experience supporting mobile devices, including iPhone and Android.
• Ability to communicate technical information clearly to non-technical users.
• Strong written documentation skills.
• Excellent customer service skills, including patience, professionalism, and follow-through.
• Ability to work independently, prioritize tasks, and ask for help appropriately.
• Typing speed of at least 60 wpm.
• Must be physically able to lift 50 pounds.

Highly Desired Skills

• VOIP experience.
• RMM experience.
• Experience with networking hardware, especially Meraki and Datto.
• Microsoft certifications, such as MS-900, AZ-900, MD-102, or related certifications.
• Experience with Intune, Entra ID, SharePoint, OneDrive, Teams, and Microsoft Defender.
• Experience in an MSP, IT consulting, or multi-client support environment.

Who This Role Is Best For

This role is best suited for someone who has already worked in IT support and wants to continue growing in a professional, client-facing environment.

You should be comfortable moving between different client environments, documenting your work carefully, communicating clearly, and handling a variety of technical issues throughout the day.

This role is probably not the right fit for someone looking for their first IT job or someone who has only performed basic password resets, hardware swaps, or scripted troubleshooting.

Benefits

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

To Apply

Please submit a resume and complete the required assessments.

Please no phone inquiries.

Experience Requirements

Microsoft 365 administration: 1 year required
Remote support: 2 years required
Ticketing software: 2 years required
Help desk support: 3 years required
Professional IT support: 3 years required

Disclaimer

The above job description is not an exhaustive list of all duties and responsibilities of the position and is not to be construed as a contract. As with all positions, employment is at will or voluntary on both the part of the company and the employee. Employment is not for a set period of time and may be discontinued by either party for any reason, with or without notice.

Pay: $27.60 - $33.00 per hour

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Tuition reimbursement
• Vision insurance

Work Location: In person