Position Summary:
The IT Technician will provide technical support to managed service clients while ensuring issues are resolved efficiently and documented properly. This role involves troubleshooting endpoints, managing Microsoft environments, monitoring alerts, and assisting with network and security issues.
Candidates must have hands-on experience working in an MSP environment using Autotask PSA and Datto RMM or ConnectWise.
Schedule:
- Monday - Friday 8:00 AM – 5:00 PM EST Harrisburg, PA
Independent Contractor Perks:
- Permanent work from home
- Immediate hiring
- Health Insurance Coverage for eligible locations
Key Responsibilities
- Respond to incoming support tickets through Autotask PSA in a timely and professional manner
- Troubleshoot and resolve issues related to:
- Windows desktops and laptops
- Printers and peripherals
- Microsoft 365
- Basic networking issues
- Monitor alerts and respond to issues through RMM
- Install, configure, and deploy workstations, applications, and user accounts
- Perform patch management and deploy endpoint security tools
- Provide remote technical support using screen sharing and remote access tools
- Document all work performed clearly in Autotask ticketing system
- Escalate complex issues to senior engineers when required
- Assist with onboarding new clients and new device deployments
- Maintain high customer satisfaction through clear communication with non-technical users
Additional Responsibilities (as required)
- Resolve escalated operating system and network issues
- Manage Active Directory and Azure policies
- Configure and troubleshoot VPN and VoIP systems
- Perform network troubleshooting and configuration
- Deploy patches and maintain endpoint security compliance
- Utilize monitoring and diagnostic tools to proactively identify issues
Required Experience (MANDATORY)
Applicants must have verified experience with the following MSP tools:
- Autotask PSA (ticketing, documentation, workflows)
- Datto RMM or ConnectWise (monitoring, patching, remote management)
- Candidates without this experience will not be considered.
Requirements:
- Minimum 2+ years IT support experience
- MSP experience strongly preferred
- Strong troubleshooting and problem-solving skills
- Excellent written and verbal communication
- Ability to work independently and manage multiple tickets
- Strong customer service mindset
- Reliable internet connection for remote work
Technical Skills
- Advanced IT support and system administration
- Windows operating systems support
- Microsoft 365 administration
- Active Directory and Azure administration
- Network troubleshooting (DNS, DHCP, firewalls, VPNs)
- Endpoint security and patch management
- Remote desktop and screen sharing tools
- Help desk ticketing systems
- System monitoring and diagnostic tools
Preferred Qualifications:
- CompTIA A+, Network+, or similar certifications.
- Experience working in an MSP or fast-paced helpdesk environment.
- Experience with documentation tools like IT Glue or similar.
Side Note
- This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.
Reminder
- Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.