Psa Tools Support Jobs

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16d ago

Service Technician (Tier 2 – Helpdesk & Field Support)

Techfive IT Joplin, MO

Joplin, MO

16d ago

$58k - $78k/yr Full time Application Support Cybersecurity Tools End User Support

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Job Description

Techfive IT seeks a Tier 2 Service Technician to deliver advanced remote helpdesk support and on site field assistance within a security focused MSP environment. This hybrid role is based in Joplin, Missouri, with a yearly salary range of USD 58,044 to 77,859 and requires two years of hands-on IT support experience.

Responsibilities

Resolve Tier 1 and Tier 2 tickets, addressing Windows desktop and laptop issues; troubleshoot Microsoft 365 services (Outlook, Teams, OneDrive); and manage user access, profiles, and workstation problems.
Provide on site technical support (approximately 25% to 50% of the time): workstation deployments, peripheral hardware installations, and endpoint connectivity and performance troubleshooting.
Execute basic networking tasks including Ethernet termination and testing, network hardware mounting and installation, and wired or wireless connectivity troubleshooting.
Assist with basic VoIP troubleshooting, covering desk phones, softphones, connectivity, and call quality.
Utilize RMM and PSA tools to manage tickets, document work, and communicate status.
Follow documented SOPs and escalation procedures; escalate complex server, firewall, or infrastructure issues to Service Engineers.
Use approved AI assistants as a primary part of the daily workflow for ticket triage, knowledge lookup, scripting assistance, documentation drafting, and accelerated troubleshooting.
Contribute resolutions back to the knowledge base in formats that strengthen AI assisted retrieval with clear titles, structured steps, and accurate tagging.
Identify repeatable tasks that are candidates for automation and surface them to the engineering team.
Continuously develop prompt engineering and AI tool fluency as a core part of the role.
Operate with a security first mindset on every ticket and onsite visit.
Enforce client security standards including MFA, endpoint protection (Huntress, ThreatLocker), patching compliance, and secure baseline configurations.
Recognize and properly escalate suspicious activity, phishing attempts, and potential incidents per TechFive's incident response playbook.
Maintain disciplined access hygiene: least privilege, credential handling, and secrets management.
Ensure all client facing work, remote or onsite, complies with documented security and access control procedures.

Requirements

Two to five years of hands-on IT support experience, MSP experience preferred.
Strong experience with Windows desktop support in business environments.
Working knowledge of basic networking: Ethernet termination, network hardware installation, and connectivity troubleshooting.
Basic VoIP experience or demonstrated ability to troubleshoot phone systems.
Familiarity with Microsoft 365 administration and end user support.
Demonstrated comfort using AI tools (Gemini, Claude, ChatGPT, or similar) for technical work, including the ability to judge when AI output requires verification.
Foundational cybersecurity awareness: MFA, endpoint protection concepts, phishing recognition, secure configuration principles, and basic incident handling.
Ability to work independently onsite and manage time effectively.
Strong documentation habits and attention to detail.
Valid driver's license and ability to travel locally to client sites.

Technologies

Windows
Microsoft 365
RMM tools
PSA tools
Gemini
Claude
ChatGPT
Huntress
ThreatLocker

Benefits

401(k)
401(k) matching
Dental insurance
Health insurance
Paid time off

Certifications (Preferred / Supported)

CompTIA A+
CompTIA Network+
CompTIA Security+
Microsoft 365 Fundamentals (MS-900)
Microsoft SC-900 (Security, Compliance, and Identity Fundamentals)
ITIL Foundation
VoIP or networking related certifications

Performance Metrics

Ticket resolution time against SLA
First visit resolution rate for onsite work
Customer satisfaction (CSAT)
Quality and completeness of ticket documentation
Reliability and professionalism during client site visits
AI tool utilization and contribution to internal knowledge base
Adherence to security standards including MFA enforcement, endpoint compliance, secure configuration practices, and incident escalation discipline

Career Path Progression

Next Step: Senior Service Technician or Service Engineer (Tier 3)

Future Opportunities: Security Engineer, Automation Engineer, Project Engineer, or Technical Account Manager based on skills and interests

Application Question

Please include your LinkedIn profile if available.

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