MSP Service Desk & Support Specialist at Red Cup IT, Inc.

We are an established Managed Service Provider (MSP) seeking a Service Desk & Support Specialist to deliver first- and second-level technical support to our clients across multiple industries. You will troubleshoot hardware, software, and network issues, manage tickets, and provide an excellent customer experience in a fast-paced, team-focused environment.

Key Responsibilities

• Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs.
• Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions.
• Assist with Windows Server user administration, basic server checks, and routine maintenance tasks.
• Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); escalate complex issues when needed.
• Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance.
• Document all work performed in the ticketing system with clear notes and resolutions.
• Participate in onboarding of new users (accounts, hardware setup, permissions, applications).
• Collaborate with senior engineers on escalations and follow through to resolution.
• Educate end users on basic IT best practices and security awareness.

Required Qualifications

• Must have 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role.
• Hands-on experience with:
• Windows 10/11 workstations (install, configure, troubleshoot).
• Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks).
• Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.
• Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).
• Strong customer service, communication, and documentation skills.
• Ability to multitask, prioritize tickets, and work independently in a fast-paced MSP environment.

Preferred Qualifications

• Previous experience working for a Managed Service Provider is a must
• Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or Cisco (e.g., CCNA).
• Basic PowerShell or scripting knowledge for automation and routine tasks.
  
• Experience with firewalls (e.g., SonicWall, Meraki) and VPN configuration.
• Familiarity with backup and disaster recovery solutions.

Soft Skills

• Strong problem-solving mindset and willingness to research and learn new technologies.
• Professional, patient, and empathetic approach when working with non-technical users.
• Reliable work ethic and consistent follow-through on assigned tickets and projects.