IT Customer Support
Traverse City,
United States
Traverse City,
United States
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.
Responsibilities
- Triage the help desk queue; meet SLAs
- Resolve L1–L2 issues (Win 10/11, macOS basics, M365, email/printers)
- Keep clients updated; document fixes/KBs
- Use NinjaOne for patching, scripts, alerts
- Refurbish/repair PCs; image & QC for redeploy
Must Have
- Self starter work ethic
- Passion for solving problems
- Local travel for occasional on-site
- Highly independent and autonomous
- Able to manage client requests professionally
Nice to have
- O365 admin experience
- PC repair experience
- NinjaOne/RMM experience.
- Entra ID admin experience
What's great in the job?
- Flexible 10–20 hours per week, hybrid (remote + occasional on-site in TC area).
- Real impact: unblock clients fast and see results immediately.
- Varied work: Windows/macOS/M365, ticket triage, hardware refurb, light scripting.
- Modern tools: NinjaOne RMM + clean PSA workflows.
- Supportive, low-ego team with clear processes and quick decisions.
- Growth path into deeper M365/Entra ID, automation, and L2 responsibilities.
Our Product
What We Offer
Each employee has a chance to see the impact of his work. You can make a real contribution to the success of the company.
Perks
Company provided laptop
and equipment needed
to be successful
Training
Opportunity to learn new
technologies and coding
practices
Local Office
Local office location
in the Flat Cap