{"id":837838,"url":"https://alion.io/job/redcupit-msp-service-desk-support","title":"MSP Service Desk & Support","company":{"id":695620,"name":"Red Cup IT","domain":"redcupit.com","url":"https://alion.io/company/redcupit","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":null},"role":"Support","role_family":"Support","seniority":"middle","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Los Angeles, United States"],"countries":["US"],"hiring_countries":["US"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":60000,"max_usd":113000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":60},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Azure","optional":false},{"name":"DHCP","optional":false},{"name":"DNS","optional":false},{"name":"ITIL","optional":false},{"name":"OneDrive","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"VPN","optional":false},{"name":"Wi-Fi","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-09-06T18:56:23Z","employer_posted_date":"2026-09-06","last_verified_at":"2026-11-05T15:17:57Z","board_verified":true,"closed_at":null,"days_open":59,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":59},"description":"We are looking for an MSP Service Desk & Support who is responsible for providing first- and second-level technical support to MSP clients across multiple environments. This role acts as the primary point of contact for client IT issues, ensuring incidents and service requests are resolved efficiently, professionally, and in accordance with SLAs.\nThe ideal candidate is customer-focused, technically competent, and comfortable supporting multiple clients, systems, and priorities in a fast-paced MSP environment.\nClient Support & Service Desk Operations\nServe as the first point of contact for client support requests via ticketing system, phone, and email\nTroubleshoot and resolve Tier 1 and Tier 2 technical issues in a timely manner\nEscalate complex issues to senior engineers or specialized teams when required\nDocument all troubleshooting steps, resolutions, and client communications in the PSA/ticketing system\nMaintain high levels of customer satisfaction and professionalism\nTechnical Support\nSupport Windows and macOS workstations\nTroubleshoot hardware, software, and peripheral issues\nManage user accounts, permissions, and security groups (Active Directory / Azure AD)\nProvide Microsoft 365 support (Exchange, Teams, OneDrive, SharePoint)\nPerform basic network troubleshooting (DNS, DHCP, VPN, Wi-Fi)\nSupport RMM tools, endpoint security, and patching systems\nAssist with onboarding/offboarding users and device provisioning\nMSP Processes & Best Practices\nFollow ITIL-aligned incident, problem, and change management processes\nMeet or exceed SLA and response time requirements\nIdentify recurring issues and recommend improvements\nParticipate in knowledge base creation and maintenance\nFollow security best practices and MSP standards\nRequired Skills & Qualifications\n3+ years of IT support experience (MSP experience strongly preferred)\nStrong knowledge of Windows OS and basic networking concepts\nExperience with Microsoft 365 administration\nFamiliarity with ticketing/PSA systems (e.g., ConnectWise, Autotask, HaloPSA, Zendesk)\nExperience using RMM tools (e.g., NinjaOne, Datto, N-able, ConnectWise Automate)\nUnderstanding of endpoint security tools and MFA concepts\nSoft Skills\nExcellent communication and customer service skills\nStrong troubleshooting and analytical abilities\nAbility to manage multiple tickets and priorities simultaneously\nComfortable working in a fast-paced, client-facing environment\nProfessional demeanor and positive attitude\nPreferred Qualifications\nMSP experience supporting multiple clients and environments\nITIL Foundation certification\nCompTIA A+, Network+, or Microsoft certifications\nExperience with Azure AD, Intune, or basic cloud administration\nFamiliarity with VoIP systems and SaaS applications\nPerformance Metrics\nSLA compliance and response times\nTicket resolution quality and documentation\nClient satisfaction scores\nAdherence to MSP processes and security 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