Location: Norwalk, CT
Job Type: Full-Time
Experience: 5+ years
Travel: Local customer visits as needed
Be the Local IT Expert Our Customers Know and Trust
Beyond IT Support is a growing managed IT services company seeking an experienced, hands-on MSP Desktop & Field Support Technician for our Florida office.
This is a customer-facing technical position for a well-rounded IT guru and jack-of-all-trades. Most of your time will be spent personally resolving support tickets, visiting customer locations, installing equipment, troubleshooting desktop and basic network issues, and working with our remote support team.
You will be our local hands-on resource when an issue cannot be resolved remotely. You will also provide day-to-day technical guidance to two bench technicians and assist with escalated repairs.
This is not a director, department manager, or management-only position. You will continue to handle your own tickets, onsite appointments, installations, troubleshooting, and customer support.
What You’ll Do
- Provide remote and onsite support for desktops, laptops, printers, peripherals, and common business applications.
- Troubleshoot Windows 10/11, Microsoft 365, Outlook, Teams, OneDrive, hardware, software, and connectivity issues.
- Set up new computers, user accounts, monitors, printers, and office equipment.
- Perform computer diagnostics, hardware upgrades, data transfers, malware removal, and equipment replacements.
- Troubleshoot common internet, Wi-Fi, VPN, DNS, DHCP, router, switch, and firewall issues.
- Install, replace, test, and document computers and basic network equipment.
- Visit customer locations when our remote support team needs someone physically onsite.
- Work with remote technicians, vendors, and internet providers to resolve escalated issues.
- Speak directly with business owners, office managers, and end users about their technology needs.
- Explain technical problems and recommendations in clear, everyday language.
- Identify aging equipment, recurring problems, security concerns, and opportunities for improvement.
- Recommend practical solutions based on the customer’s needs, priorities, and budget.
- Provide technical guidance to two bench technicians and assist with difficult repairs.
- Help prioritize escalated repairs, customer concerns, and urgent technical issues.
- Document all troubleshooting, work performed, recommendations, and customer communication in the ticketing system.
- Follow issues through to completion and confirm the customer is satisfied.
What We’re Looking For
- At least 5 years of professional experience in desktop support, help desk, field service, computer repair, MSP support, or a related IT role.
- Strong Windows desktop and laptop troubleshooting skills.
- Experience supporting Microsoft 365 and common business applications.
- Experience installing, diagnosing, repairing, and replacing computer equipment.
- Basic working knowledge of:
- TCP/IP
- DNS and DHCP
- Wi-Fi and VPNs
- Routers and switches
- Firewalls
- Network cabling
- Ability to troubleshoot independently and methodically.
- Ability to recognize when an issue should be escalated to a remote engineer, vendor, or service provider.
- Strong customer-service and interpersonal skills.
- Ability to explain technical information to nontechnical users.
- Strong organization, documentation, time-management, and follow-through.
- Ability to guide and support less-experienced technicians.
- Valid driver’s license and reliable transportation for local customer visits.
- Ability to lift, transport, and install standard computer and networking equipment.
Preferred Experience
- Previous managed service provider experience.
- ConnectWise PSA, ConnectWise Control, Datto RMM, or similar PSA/RMM platforms.
- Active Directory, Entra ID, and Microsoft 365 administration.
- Computer repair, data recovery, hardware upgrades, and malware removal.
- Small-business networking and wireless support.
- Previous experience helping train or guide other technicians.
- CompTIA, Microsoft, Cisco, or similar certifications are a plus.
You’ll Be a Great Fit If You
- Enjoy personally solving technical problems.
- Like working with customers as much as working with technology.
- Are comfortable moving between help-desk tickets, onsite visits, computer repairs, and basic network issues.
- Can walk into a customer’s office, assess the situation, and determine the next step.
- Ask thoughtful questions before recommending a solution.
- Look for the root cause of a problem—not just a temporary fix.
- Can explain complicated issues without overwhelming the customer.
- Take ownership and follow problems through to completion.
- Know when to resolve an issue yourself and when to involve the remote team.
- Enjoy helping other technicians improve their skills.
- Stay calm, professional, and helpful when customers are frustrated.
Why Join Beyond IT Support?
We are a growing IT management and cybersecurity company where talented people have room to make decisions, build customer relationships, and grow with the organization.
We offer:
- Competitive compensation based on experience.
- Excellent employee benefits.
- Professional and technical growth opportunities.
- Leadership and advancement potential.
- Exposure to a wide variety of customers, industries, and technologies.
- A collaborative and supportive team environment.
- Direct access to company leadership.
- Plenty of room for the right person to grow within our organization.
Join a growing company where you can solve real technical problems and become the local IT expert our customers know, trust, and rely on.