MSP Help Desk Technician

Join ALLO Communications LLC’s Managed Services team and support multiple business clients in an MSP environment as a Tier 2 Help Desk Technician onsite in Mission, KS. This role focuses on hands-on troubleshooting across Windows, Microsoft 365, network basics, and common hardware, with strong emphasis on clear client communication and documentation that helps teams improve over time.

What you’ll do

• Deliver Tier 2 technical support for multiple business clients in an MSP setting.
• Troubleshoot and resolve issues across Windows operating systems, Microsoft 365, hardware, printers, peripherals, and line-of-business applications.
• Handle basic network troubleshooting including DNS, DHCP, connectivity, VPN, and Wi-Fi.
• Use remote management and remote desktop tools to diagnose and resolve issues efficiently.
• Accurately triage and manage tickets by urgency, business impact, SLAs, and scope.
• Escalate complex or infrastructure-level issues appropriately while staying engaged through resolution.
• Communicate professionally with clients via phone, email, and chat, setting expectations and providing status updates.
• Document resolutions, procedures, and known issues to support knowledge sharing and continuous improvement.
• Follow MSP best practices, security standards, and documentation requirements.
• Resolve most tickets in-office; travel to a customer site is required when needed.

What you bring

• 2–5 years of experience in help desk, service desk, or IT support, ideally in an MSP or multi-client environment.
• Hands-on experience supporting business users in fast-paced, ticket-driven workflows.
• Working knowledge of Windows 10/11 and Windows Server basics, plus Microsoft 365 fundamentals (Outlook, Teams, OneDrive, SharePoint).
• Comfort with common hardware, printers, and peripherals.
• Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
• Industry certifications such as CompTIA A+/Network+, Microsoft, or similar.
• Strong troubleshooting and analytical skills with the ability to resolve most issues independently.
• Excellent customer service mindset, including confidence supporting non-technical users.
• Ability to communicate effectively at both technical and business-user levels.
• Strong time management and organizational skills in a multi-client, high-volume environment.
• Ability to adapt quickly, stay approachable under pressure, and manage shifting priorities.
• Team-oriented, dependable, detail-oriented, and consistent with accurate documentation.
• Ability to pass a fingerprint-based background check.
• Ability to remain stationary for extended periods, communicate information, bend, kneel, stand, and operate a computer and hand tools/equipment.
• Possess/maintain a Valid Driver’s License.
• Live in or near the Kansas City area.

Tools and technologies you’ll work with

• Windows operating systems, Windows 10/11, Windows Server basics
• Microsoft 365, Outlook, Teams, OneDrive, SharePoint fundamentals
• DNS, DHCP, VPN, Wi-Fi

Benefits and schedule

• Free internet and awesome discounts on other ALLO services.
• Retirement Plan: 401(k) savings match up to 5%.
• Health and Wellness: deposit extra cash into checking or health savings accounts.
• Medical, vision, and dental with low employee costs.
• Generous Earned Time Off (ETO) program.
• Sponsorships (fundraiser or philanthropy support).
• Tuition Assistance.
• Schedule: the 4 x 10’s shift includes some weekend days and Mondays, with opportunities to adjust shifts on an 8-week rotation. Weekend shifts may include a weekend shift differential in addition to starting pay.