Help Desk Technician

About Us

Tailored Technology Services Inc. is a rapidly growing Managed Service Provider (MSP) delivering comprehensive IT solutions to small and medium-sized businesses across a variety of industries, including construction, engineering, legal, and financial sectors. We pride ourselves on providing exceptional customer service, proactive IT management, and cutting-edge solutions to help our clients succeed.

Position Overview

We are seeking a skilled and motivated IT Support Technician to join our dynamic team. In this role, you will provide support for the IT infrastructure of multiple clients. You will work with a variety of technologies, troubleshoot technical issues, and assist in maintaining environments to ensure optimal system performance. You will play a key role in ensuring the reliability and security of our clients' IT systems.

Key Responsibilities

Technical Support & Troubleshooting:

• Provide IT support for hardware, software, and networking issues.
• Diagnose and resolve technical problems in a timely and efficient manner.
• Assist senior technicians with escalated issues as necessary.

Incident & Problem Management:

• Resolve support tickets within defined SLAs.
• Identify recurring issues and help implement solutions to improve service reliability.
• Document troubleshooting steps and solutions for future reference.

Customer Support & Satisfaction:

• Provide professional, high-quality support through phone, email, and remote sessions.
• Maintain a customer-focused approach in all interactions.
• Educate end-users on IT best practices and preventative measures.

System Administration & Maintenance:

• Assist in maintaining and supporting servers, networks, and cloud environments.
• Perform system updates, patch management, and security configurations.
• Monitor IT infrastructure and assist with proactive measures to prevent issues.

Onboarding & Offboarding:

• Set up new employees with accounts, permissions, and hardware.
• Securely deactivate accounts and recover IT assets for departing employees.

 Documentation & Process Improvement:

• Keep documentation updated for IT processes, configurations, and troubleshooting steps.
• Suggest and assist in the implementation of improvements to streamline workflows.

Cybersecurity & Compliance:

1. Follow IT security policies and best practices to protect company systems.
2. Assist with ensuring compliance with security regulations and standards.

Asset & Inventory Management:

• Track and manage IT assets efficiently.
• Assist with purchasing, deployment, and lifecycle management of hardware and software.

Qualifications

• Proven experience as an IT Support Technician or in a similar role, ideally within an MSP environment.
• Familiarity with firewalls, VPNs, and networking protocols (TCP/IP, DNS, VLANs).
• Basic understanding of cybersecurity principles and best practices (multi-factor authentication, patch management, endpoint protection).
• Experience with backup and disaster recovery solutions is a plus.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and customer service skills, with the ability to explain technical concepts to non-technical users.
• Relevant certifications (e.g., CompTIA A+, Network+, Microsoft Certified: Fundamentals) are a plus.
• Experience with troubleshooting technology issues, including printers, software, and peripherals.
• Familiarity with Microsoft 365 and network share access.
• Ability to document and log issues effectively.
• Willingness to perform on-site support when necessary.

Benefits

• Competitive salary based on experience
• Safe Harbor 401k Match up to 4%
• Comprehensive health, dental, and vision insurance
• Paid open discretionary time off
• Paid mileage for onsite requirements
• Mobile phone stipend
• Paid holidays
• Opportunities for professional development and certification
• Collaborative, team-oriented environment with opportunities to work on cutting-edge technologies