Support Technician - Windows

Support Technician - Windows

Summary

We are a fast-growing managed services provider (MSP) with a client base rooted in nonprofit and community-focused organizations. As the team continues to add new clients, we are seeking a mid- to senior-level support technician with strong Windows environment experience to help us stay ahead of demand and maintain the high-level of service our clients expect. This is a high-volume, client-facing role where your presence will be felt immediately. The ideal candidate thrives in environments where no two days are the same. You can handle a full queue of varied tickets without losing focus, urgency, or your customer service edge. You understand that an MSP earns its clients' trust every single day - and you take that seriously. You show up on-time, follow through, communicate clearly, and genuinely care about the people you support. You are also someone who is excited to develop your skills at a company that is growing fast.

Responsibilities

• Manage and resolve a high volume of support tickets daily across a diverse, multi-client MSP environment.
• Provide expert-level troubleshooting and end-user support in Microsoft Windows environments.
• Document tickets thoroughly and communicate proactive updates to clients throughout the resolution process.
• Help reduce the ticket backlog and improve response times across the team.
• Build strong working relationships with clients and learn their unique environments.
• Engage with the internal team and contribute positively to team culture and collaboration.
• Participate in an on-call rotation approximately once per quarter to cover after-hours support.

Requirements

• Mid- to senior-level IT Support or Service Desk experience with strong expertise in Microsoft Windows environments (3+ years of experience).
• MSP Experience - You understand what it means to juggle 35 different tickets across 35 different clients and environments, and you do not get rattled by it.
• A True Service Mindset - You are here to serve clients, and that shows in everything you do.
• Reliability & Punctuality - Our phones start ringing at 8:00 AM, so being on-site and ready by 7:50 AM every day is a firm expectation.
• Strong Communication Skills - Clients should never have to wonder where their ticket stands.
• Longevity & Stability in Past Roles - The team values people who commit to and grow in their roles.

Preferred

• Exposure to diverse industries and user populations.
• Familiarity with Microsoft 365, Azure AD, and endpoint management tools.

Work Environment

• On-site, 5 days per week (Monday through Friday); core-hours: 7:50 AM - 5:00 PM.
• On-call rotation approximately once per quarter (2-week block, 5:00 PM-8:00 AM coverage).
• On-call compensation: $100 per on-call week.
• On-call volume is light - average of 1.5 calls per night, with many nights requiring no response at all.
• Growth-mode company with strong opportunity for upward mobility and expanding technical exposure.
• Collaborative, Supportive Culture - This is not the grind that most MSPs are known for.
• Quarterly team outings and regular performance-based perks and recognition.
• No structured annual bonus, though spot bonuses, merit bonuses, and team perks are a regular part of the culture here.
• This is an MSP that genuinely invests in and promotes its people.

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