MSP Help Desk Technician

ALLO Communications • Kansas City, MO

5d

About The Position

ALLO is seeking a Help Desk Technician to join its Managed Services team and support a diverse portfolio of business clients. The role is intended for an experienced technician who can independently handle tickets beyond basic troubleshooting and understands the pace, priorities, and professionalism of an MSP environment. The technician supports multiple client environments, provides responsive technical assistance, and contributes to client satisfaction and service quality. Most tickets are resolved in-office using remote tools; travel to customer sites is required when needed.

Requirements

• 2–5 years of experience in a help desk, service desk, or IT support role.
• Hands-on experience supporting business users in fast-paced, ticket-driven environments.
• Working knowledge of Windows 10/11 and Windows Server basics.
• Working knowledge of Microsoft 365, including Outlook, Teams, OneDrive, and SharePoint fundamentals.
• Working knowledge of common hardware, printers, and peripherals.
• Associate or bachelor’s degree in information technology, Computer Science, or a related field, or equivalent professional experience.
• Strong troubleshooting and analytical skills, with the ability to resolve most issues independently.
• Strong customer service mindset and confidence supporting non-technical users.
• Ability to communicate effectively with technical and business users.
• Strong time management and organizational skills in a multi-client, high-volume environment.
• Ability to adapt quickly, remain approachable under pressure, and manage shifting priorities.
• Team-oriented and dependable, with ownership and follow-through.
• Detail-oriented with consistent and accurate documentation habits.
• Ability to pass a fingerprint-based background check.
• Remain stationary for extended periods; communicate information; bend, kneel, and stand; operate a computer, hand tools, and equipment.
• Possess and maintain a valid driver’s license.
• Travel is required.

Nice To Haves

• Experience in an MSP or multi-client environment.
• Industry certifications such as CompTIA A+/Network+, Microsoft, or similar.

Responsibilities

• Provide Tier 2 technical support for multiple business clients in an MSP setting.
• Troubleshoot and resolve issues involving Windows operating systems, Microsoft 365, hardware, printers, peripherals, and line-of-business applications.
• Perform basic network troubleshooting, including DNS, DHCP, connectivity, VPN, and Wi-Fi.
• Use remote management and remote desktop tools to diagnose and resolve issues.
• Triage, prioritize, and manage tickets according to urgency, business impact, SLAs, and scope.
• Escalate complex or infrastructure-level issues appropriately and remain engaged through resolution.
• Communicate professionally with clients by phone, email, and chat; set 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.
• Travel to customer sites when needed.

Benefits

• Free internet and discounts on other ALLO services.
• 401(k) retirement plan with company matching up to 5%.
• Quarterly wellness challenges with additional cash deposited into checking or health savings accounts.
• Medical, vision, and dental coverage with low employee costs.
• Generous Earned Time Off (ETO) program.
• Tuition assistance.
• Community sponsorships and philanthropic support.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree