Managed Services Help Desk Technician

IT Audit Labs is recruiting a Managed Services Help Desk Technician in Saint Paul, MN for a hybrid contract role. You will act as a primary point of contact for clients, delivering Level 1 and Level 2 technical support while troubleshooting common endpoint, software, and connectivity issues.

What you’ll do

• Monitor and respond to incoming support tickets as the first point of contact.
• Deliver Level 1 and Level 2 technical support for end-user and client issues.
• Troubleshoot problems across Microsoft 365, Windows, user accounts, and general end-user environments.
• Assist with client calls and handle follow-up communications as needed.
• Review monitoring and security alerts to support ongoing service health.
• Complete routine audits, maintenance, and administrative tasks.
• Document work performed and maintain accurate ticket notes in customer support ticket management systems.
• Escalate issues when additional expertise is required.
• Record support activity accurately and produce detailed reports on recurring issues to support continuous improvement.

What you’ll need

• 2+ years of IT Support, Help Desk, or MSP experience.
• Strong technical support capabilities, including troubleshooting hardware, software, network connectivity, and operating systems such as Windows, macOS, and Linux.
• Experience using help desk systems and ticket management tools to track issues effectively.
• Experience supporting Microsoft 365 environments.
• Familiarity with Microsoft Entra ID and Intune, including identity management, MFA, conditional access, and device enrollment.
• Working knowledge of PowerShell for Microsoft 365 administration and endpoint scripting.
• Basic networking knowledge, including DNS, DHCP, and VPN.
• Strong troubleshooting and customer service skills.
• Familiarity with ConnectSecure, NinjaOne, and Claude.
• Excellent communication and documentation skills.
• Ability to work independently and manage priorities.
• Must live near St. Paul, MN with the ability to work a hybrid schedule.

Tools and technologies

• Microsoft 365, Windows, macOS, Linux
• Microsoft Entra ID, Intune, MFA, conditional access
• PowerShell, DNS, DHCP, VPN
• ConnectSecure, NinjaOne, Claude

Location, schedule, and pay

• Location: Hybrid remote in Saint Paul, MN 55107
• Pay: $26.00 - $31.00 per hour
• Expected hours: 20.0 - 40.0 per week
• Job type: Contract
• Flexible schedule: Available