Help Desk Support Specialist

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Company Description

 

Midwest Networking Services, LLC is a team of IT enthusiasts dedicated to providing honest and thorough IT support services to help clients gain peace of mind. With over 20 years of experience, our focus remains on making technology easy for end users. Our commitment to honesty, integrity, and quick responses has earned us a reputation for delivering quality technology solutions.

 

Job Summary:

 

We are seeking a skilled and customer-focused Help Desk Support Specialist to join our team at a fast-paced Managed Service Provider (MSP). In this role, you’ll be the first line of technical support for a diverse client base, providing timely and effective solutions to a wide range of IT issues. You’ll work closely with other support tiers, engineers, and account managers to ensure client satisfaction and system stability.

 

Key Responsibilities:

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• Provide remote and occasional on-site technical support for clients across various industries.

• Respond to and resolve Level 1 and Level 2 support tickets via phone, email, and ticketing systems.

• Troubleshoot hardware, software, and networking issues on Windows and Mac systems.

• Assist with user account administration in Microsoft 365, Active Directory, and other platforms.

• Install, configure, and maintain desktops, laptops, mobile devices, printers, and peripheral equipment.

• Document support activities, client environments, and resolutions in the Autotask system.

• Escalate complex issues to senior technicians or engineers as appropriate.

• Follow standard operating procedures (SOPs) and contribute to improving technical documentation.

• Maintain awareness of SLAs and ensure timely responses and resolutions for all support tickets.

 

Qualifications Required:

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• 1–3 years of help desk or technical support experience, preferably in an MSP or multi-client environment.

• Strong troubleshooting skills for Windows 10/11, Microsoft 365, and standard business applications.

• Working knowledge of Active Directory, DNS, DHCP, and basic networking concepts.

• Experience with remote support tools.

• Familiarity with AutoTask and Datto RMM tools used in MSPs.

• Excellent customer service and communication skills—both written and verbal.

• Ability to manage and prioritize multiple tickets across clients in a high-pressure setting.

• Self-motivated, team-oriented, and eager to learn new technologies.

 

Qualifications Preferred:

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• Certifications such as CompTIA A+, Network+, Microsoft M365 Fundamentals, or equivalent.

• Experience supporting VoIP, firewalls, or backup systems.

• Scripting or automation experience (PowerShell, batch scripts) is a plus.

• Familiarity with ITIL best practices and documentation standards.

 

Work Conditions:

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• Full-time position; may require flexible hours or on-call rotation.

• Primarily remote support with occasional on-site visits.

• Fast-paced environment with exposure to a wide variety of technologies and industries.

 

Work Location: In person