IT Support Specialist - MSP Level II

MicroTech Systems, Inc provides technical support from their Boise, Idaho office, helping business and clients get answers that stick. In this onsite MSP Level II role, you’ll use advanced troubleshooting skills to move support tickets from diagnosis to resolution while keeping work organized through the Service Desk ticketing system. You’ll also work in both onsite and remote capacities as part of resolving incidents within SLA timeframes.

What you’ll do

• Diagnose and resolve advanced issues across a range of applications, operating systems, and equipment, including installation, configuration, optimization, upgrading, troubleshooting, and maintenance for network hardware and software components.
• Provide technical assistance and solutions to clients, including follow-up communication to confirm accuracy and client satisfaction before closing tickets.
• Collect specific, detailed information from reference sources, software utilities, or clients to support effective troubleshooting and resolution.
• Perform advanced troubleshooting for networks, desktops/laptops, and mobile devices.
• Use the Service Desk ticketing system to document all work, progress, and resolutions, ensuring tickets are promptly assigned and processed.
• Continuously update ticket worklogs while actively working and provide final resolution(s) for completed tickets.
• Contact clients and resolve issues within SLA timeframes, including both onsite and remote troubleshooting.

What you bring

• Associate’s degree in Computer Science (or the equivalent) is preferred.
• Four years minimum of related IT support experience, including experience with one or more of the following:
  • Office 365 installation, configuration, administration, and troubleshooting
  • Microsoft Windows Server and Active Directory configuration, administration, and troubleshooting
  • Microsoft Exchange
  • Scripting knowledge, including PowerShell
  • Hypervisor understanding and administration
  • Advanced installation, maintenance, and troubleshooting of backup solutions
  • Advanced desktop, server, LAN, and WAN troubleshooting and maintenance
• MSP experience is preferred.
• Ability to explain technical issues to non-technical people clearly.
• Strong time management, professionalism, and client-focused communication.

Benefits

• Health care
• Paid time off and holiday time
• 401k matching
• Professional development

Technologies: Office 365, Microsoft Windows Server, Active Directory, Microsoft Exchange, Scripting, PowerShell, Hypervisor, Service Desk ticketing system, backup solutions, LAN, WAN.