IT Technician

About the Role

You’ll be the first line of support for our MSP clients: triaging and resolving tickets, keeping customers informed, refurbishing and repairing PCs, and helping manage our service queue so nothing slips. If you like fixing real problems fast and documenting what you did so the next fix is even faster, you’ll fit right in.

What You’ll Do

• Ticket Triage & Resolution: Monitor the help desk queue, prioritize by SLA/impact, and resolve L1–L2 issues (Windows 10/11, macOS basics, O365/M365, email, printers, desktop apps).
• Customer Comms: Own clear, concise updates to clients from intake to resolution; escalate when needed.
• PC Refurb & Repair: Reimage devices, replace common components (RAM/SSD/PSU), remediate malware/adware, perform OS tune-ups, and QC devices before redeployment.
• Queue Management: Tag, categorize, and close tickets with strong notes; surface trends and recurring issues; propose KB articles.
• RMM/PSA Workflows: Use our RMM (NinjaOne) to run scripts, push patches, check alerts; keep PSA tickets clean with time entries and status.
• Basic Admin: New-user setup, account changes, MFA resets, license assignments, mailbox/SharePoint/Teams basics.
• Networking (Foundational): Simple troubleshooting (DHCP/DNS, gateway/Wi-Fi, cabling) and vendor coordination as needed.
• Documentation: Maintain runbooks and client asset notes so we can scale support without guesswork.

Must-Have Qualifications

• 1–3 years in a help desk or MSP support role (or strong home-lab/contract background that proves equivalent skill).
• Confident with Windows desktop support; comfortable with macOS basics.
• Microsoft 365 admin fundamentals (users, groups, mailboxes, MFA).
• Clear written communication and disciplined ticket hygiene.
• Ability to lift/move desktops/monitors and perform basic hardware swaps.
• Reliable transportation for occasional on-site work in the Traverse City area.

Nice-to-Haves

• Experience in an MSP environment (multiple clients, PSA/RMM discipline).
• NinjaOne RMM familiarity.
• CompTIA A+, Network+, or equivalent.
• Basic scripting (PowerShell) for repetitive fixes.
• Exposure to IT Glue/Hudu (or similar) documentation tools.

How We Work

• Outcome-focused: We measure by resolved issues, CSAT, and clean documentation.
• Process-light, pragmatic: Keep tickets updated, flag blockers early, and close with clear notes.
• Growth mindset: If you can automate a fix, do it—and document it.

What We Offer

• Flexible part-time schedule (10–20 hrs/wk).
• Opportunity to shape processes and documentation in a growing MSP practice.
• Hands-on variety across multiple industries and environments.