MSP Service Desk, Support Specialist

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🕒 February 11

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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Red Cup IT

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2009

🔒 Cybersecurity

☁️ SaaS

Cybersecurity • SaaS • Managed Services

Red Cup IT is a Managed Service Provider (MSP) specializing in cybersecurity, compliance, and virtual CIO services for mid-sized companies and enterprises. The company is dedicated to providing advanced cybersecurity solutions, IT operations support, and managing complex projects while ensuring a cooperative relationship with clients' in-house IT teams. With a comprehensive focus on security, Red Cup IT offers services including IT skill augmentation, project delivery, and cloud management, all tailored to deliver effective and secure IT environments for its clients.

📋 Description

• Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs. • Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions. • Assist with Windows Server user administration, basic server checks, and routine maintenance tasks. • Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); escalate complex issues when needed. • Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance. • Document all work performed in the ticketing system with clear notes and resolutions. • Participate in onboarding of new users (accounts, hardware setup, permissions, applications). • Collaborate with senior engineers on escalations and follow through to resolution. • Educate end users on basic IT best practices and security awareness.

🎯 Requirements

• 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role. • Hands-on experience with: Windows 10/11 workstations (install, configure, troubleshoot). • Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks). • Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting. • Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA). • Strong customer service, communication, and documentation skills. • Ability to multitask, prioritize tickets, and work independently in a fast-paced MSP environment.

🏖️ Benefits

• Competitive salary • Health insurance • Retirement plans • Paid time off • Flexible work arrangements • Professional development