Job Description

Job Overview

We are seeking an Intermediate Technical Analyst with strong hands-on experience in IT support, networking, ticketing systems, and remote monitoring and management (RMM) tools. The ideal candidate has 5+ years of MSP experience and a proven track record in managing and troubleshooting diverse IT infrastructures, with a particular focus on networking. This role is suited for someone with a senior desktop/junior server background who has advanced networking skills and is eager to contribute to client success while expanding their technical expertise. In addition to technical skills, project management and delivery capabilities are required to ensure smooth execution of client initiatives and internal improvements.

Key Job Responsibilities

Technical Support and Systems Management

Provide advanced troubleshooting and technical support for Windows desktop, server, and networking environments. Manage and maintain ticketing systems, ensuring timely resolution and proper documentation. Support Active Directory, Microsoft 365, Exchange, and Azure-based services. Utilize RMM tools for proactive monitoring, patch management, and automation. Assist with system performance tuning, networking optimization, security updates, and best practice implementations. Document IT systems, troubleshooting procedures, and client environments with detailed diagrams and workflows.

Networking and Infrastructure Support

Configure, manage, and troubleshoot switches, firewalls, WAPs, VLANs, VPNs, and DNS. Experience with Palo Alto firewalls (configuration and management) is a strong asset. Support and maintain secure network infrastructures following best practices in IAM, MFA, and Zero Trust security models. Manage and troubleshoot wireless access points (WAPs) across multi-site environments. Collaborate with clients to design and implement networking solutions tailored to business needs. Provide guidance on routing, load balancing, and security hardening.

Client Support and MSP Operations

Serve as an escalation point for technical and networking issues beyond helpdesk-level support. Monitor and maintain client environments using MSP tools such as RMM, PSA, MFA, EDR/MDR, and backup solutions. Support IT infrastructure, including networking, virtualization (VMware, Hyper-V), and cloud services. Collaborate with account managers to align IT and networking solutions with client business objectives. Participate in an on-call rotation for critical incident response. Lead and deliver small-to-medium client infrastructure and networking projects, ensuring on-time and on-budget delivery.

Personal and Professional Skills

Strong network troubleshooting and analytical skills. Experience managing multiple client accounts and environments within an MSP. Strong written and verbal communication skills. Ability to work both independently and collaboratively in a team setting. Excellent time management and multitasking abilities in a high-paced work environment. Proven project management and delivery skills. Visual documentation skills (e.g., diagrams, workflows, architecture drawings) are a major asset.

Desired Skills and Experience

5+ years of experience in an MSP or IT Service Provider environment. Hands-on experience with switch configuration, DNS, VLANs, VPNs, wireless access points, and Palo Alto firewall configuration. Strong background in Windows Server, Microsoft 365, Azure, networking, and virtualization technologies. Experience with ticketing systems, RMM platforms, PSA tools, and security solutions (MFA, EDR/MDR, IAM, email security). Understanding of networking fundamentals, IAM, and security best practices. Certifications such as Microsoft, Azure, ITIL, CompTIA Network+, CCNA, or Palo Alto certifications are highly desirable.
Job Type: Full-time

Pay: $65,000.00-$90,000.00 per year

Benefits:

Casual dress Dental care Extended health care On-site parking Paid time off Vision care
Work Location: In person