Overview
Key Responsibilities Client Support & Helpdesk Operations • Serve as Tier 1/Tier 2 support for end-user tickets via ConnectWise PSA. • Troubleshot issues across hardware, software, printers, VoIP, and Security cloud systems. • Communicate clearly and professionally with clients regarding resolutions and follow-ups. ConnectWise RMM Administration • Deploy and maintain endpoint policies, monitors, and automation via ConnectWise RMM. • Create and manage alerting rules, remediation scripts, and patching workflows. • Assist in refining templates and scripts to support repeatable, scalable client environments. Microsoft 365 & Cloud Services • Administer Microsoft 365 tenants: Teams, SharePoint, Exchange, OneDrive. • Assist with Windows Autopilot deployments and Intune device management. • Support Azure AD/Entra ID identity and access policies. Cybersecurity & Infrastructure Support • Monitor antivirus/EDR solutions and enforce MFA policies. • Participate in patch management, endpoint compliance, and vulnerability response. • Troubleshoot basic LAN/WAN issues and assist in firewall/VoIP troubleshooting when needed. Documentation & Internal Tools • Maintain accurate records of assets, licensing, and software deployments. • Create and update knowledge base articles and SOPs for internal and client use. • Support KPI tracking for ticket resolution times, first-call fix rate, and SLA compliance. Ideal Qualifications • Associate’s or bachelor’s degree in IT, Computer Science, or equivalent experience • 2–3 years in a technical support/helpdesk role, ideally in an MSP or Microsoft environment. • Proven hands-on experience with ConnectWise RMM. • Familiarity with Windows 10/11, Intune, Active Directory, and Group Policy. • Basic understanding of networking (VPN, DNS, DHCP, IP configuration). • Excellent verbal and written communication skills. Preferred • Previous experience in an MSP or security-focused IT role. • Exposure to compliance frameworks (HIPAA, CMMC) tools. • Familiarity with scripting (PowerShell) and automation tools. Certifications (Bonus) • CompTIA A+, Network+, or Security+ • Microsoft 365 Certified: Modern Desktop Administrator • ConnectWise University coursework or ITIL Foundations
Job Type: Full-time
Pay: $24.30 – $29.26 per hour
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Work Location: In person
https://www.glassdoor.com/Job/tampa-fl-jobs-jobs-SRCH_IL.0,8_IC1154429_KO9,13.htm?fromAge=1