Help Desk Technician

Essential Duties and Responsibilities

• Provide Tier 2 technical support for multiple business clients in an MSP setting.
• Troubleshoot and resolve issues related to Windows operating systems, Microsoft 365, hardware, printers, peripherals, and line-of-business applications.
• Perform basic network troubleshooting (DNS, DHCP, connectivity, VPN, Wi-Fi).
• Use remote management and remote desktop tools to efficiently diagnose and resolve issues.
• Accurately triage, prioritize, and manage tickets based on urgency, business impact, SLAs, and scope.
• Escalate complex or infrastructure-level issues appropriately while remaining engaged through resolution.
• Communicate clearly and professionally with clients via phone, email, and chat, setting expectations and provide status updates.
• Document resolutions, procedures, and known issues to support knowledge sharing and continuous improvement.
• Follow MSP best practices, security standards, and documentation requirements.
• Resolve most tickets in-office via remote tools, but travel to customer site is required if needed. EDUCATION/EXPERIENCE:
• 2–5 years of experience in a help desk, service desk, or IT support role, preferably in an MSP or multi-client environment.
• Hands-on experience supporting business users in fast-paced, ticket-driven environments.
• Working knowledge of:
• Windows 10/11 and Windows Server basics
• Microsoft 365 (Outlook, Teams, OneDrive, SharePoint fundamentals)
• Common hardware, printers, and peripherals
• Preferred
• Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
• Industry certifications such as CompTIA A+/Network+, Microsoft, or similar. SKILLS / KNOWLEDGE / ABILITIES:
• Strong troubleshooting and analytical skills with the ability to resolve most issues independently.
• Excellent customer service mindset with confidence supporting non-technical users.
• Ability to communicate effectively at both the technical and business-user level.
• Strong time management and organizational skills in a multi-client, high-volume environment.
• Ability to adapt quickly, stay approachable under pressure, and manage shifting priorities.
• Team-oriented and dependable, with a strong sense of ownership and follow-through.
• Detail-oriented with consistent and accurate documentation habits.
• Ability to pass a fingerprint-based background check. People are our passion. At ALLO, we don’t treat you like a number. You’re a human being. Get ready to plug into the perks at ALLO:
• Free internet? You bet. Plus, awesome discounts on other ALLO services.
• Retirement Plan: The fiber future isn’t the only one we care about. We match your 401(k) savings up to 5%.
• Health and Wellness: Participate in quarterly wellness challenges, and we’ll deposit extra cash into your checking or health savings accounts.