IT Support Technician - Level 1-2, MSP

Waukesha

Requirements - ----------- ### Must have: ### - 2--4 years of IT support experience - Previous experience in a Managed Services Provider (MSP) environment is highly desirable - Strong problem-solving abilities and capability to work autonomously - Solid understanding of: - Windows desktop operating systems - User and tenant-level support for Microsoft 365 - Fundamentals of Active Directory - Basic networking concepts such as IP addressing, DNS, and DHCP - Proficient in providing support both remotely and on-site - Excellent communication and customer service skills - Ability to handle multiple tickets and prioritize effectively - Valid drivers license and willingness to travel to client locations Responsibilities: - ---------------- - Deliver technical support to end-users across various client environments - Manage support tickets from initial intake to final resolution - Troubleshoot and rectify issues pertaining to: - Windows 10/11 workstations and laptops - Microsoft 365 applications (Exchange Online, Teams, OneDrive, SharePoint) - Printers, mobile devices (iOS / Android), and other peripherals - Conduct user account management in: - Active Directory - Microsoft Entra ID (Azure AD) - Assist with the onboarding and offboarding of users - Diagnose basic networking issues including LAN/WAN connectivity, VPNs, and firewalls - Utilize RMM and remote support tools to troubleshoot and solve issues efficiently - Provide on-site support as needed for hardware replacements, installations, and troubleshooting - Thoroughly document all activities in the ticketing system - Escalate issues as necessary following initial troubleshooting - Participate in on-call rotation for after-hours and emergency support - --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- Company: - ------- At AscendNet, we are a growing Managed Services Provider seeking a proactive IT Support Technician (Level 1--2) who thrives in fast-paced environments and enjoys working independently. This is not an entry-level help desk role, and you will be a vital technical contributor, providing day-to-day client support while escalating more complex issues to senior engineers as needed. We offer competitive salaries with growth potential, direct access to senior technical mentorship, and a hybrid work environment. Join our small, agile team where your contributions genuinely make a difference. - ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------