MSP Help Desk Technician

About the role

At ALLO, we believe people are our biggest asset. Our team brings the ALLO mission to life because as local members of each community, we live, work, play, and volunteer right here with you. We're passionate about being involved and contributing to the success and progress of each of our GIG Communities.

We pursue these passions because ALLO leaders have created a workplace where folks are valued, ideas are heard, and leaders and teammates show up for each other at work and in life.

We are seeking a Help Desk Technician to join our Managed Services team and support a diverse portfolio of business clients. This role is ideal for an experienced technician who has moved beyond basic troubleshooting, can work tickets independently, and understands the pace, priorities, and professionalism required in an MSP environment.

You will support multiple client environments, deliver responsive technical assistance, and serve as a key contributor to client satisfaction and service quality.

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
• 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.

Requirements

• Remain stationary for extended periods
• Ability to communicate information
• Ability to bend, kneel, and stand
• Ability to operate a computer
• Ability to operate hand tools and equipment
• Possess/maintain a Valid Driver's License
• Travel requirement

• People are our passion.
• At ALLO, we don't treat you like a number.
• You're a human being.

Benefits

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.
• Benefits: Our benefits include medical, vision, and dental with low employee costs. Not to mention generous Earned Time Off (ETO) program.
• Sponsorships: Are you passionate about a local fundraiser or philanthropy? We strive to give back to what matters most to our communities.
• Tuition Assistance: Have a thirst for knowledge? We like that, which is why we're proud to offer assistance with the cost of your tuition.

• Benefit eligibility depends on the position and employment status. The available benefits differ for interns, contingent workers, and part-time team members.
• ALLO is a Drug Free and Tobacco Free Workplace.