IT Services Specialist (MSP)

OVERVIEW:

The IT Services Specialist is a mid-level technical role responsible for supporting, maintaining, and improving client IT environments across a wide range of systems and platforms. This position blends the hands-on responsiveness of a technician with the deeper troubleshooting and solution-oriented mindset of an engineer.

This is a Managed Services Provider (MSP)-driven role, operating in a fast-paced, multi-client environment where priorities shift quickly and efficiency, accuracy, and communication are critical to success.

The ideal candidate demonstrates strong critical thinking, problem-solving ability, and adaptability, with the ability to work across multiple technologies and platforms while maintaining high standards of documentation and service delivery.

RESPONSIBILITIES:

- Client Support & Service Delivery

o Respond to, prioritize, and resolve service requests across multiple client environments

o Perform advanced troubleshooting across:

 Endpoints (workstations, laptops)

 Servers and virtualization platforms

 Networking and firewall infrastructure

 Microsoft 365 environments

o Escalate issues when appropriate, while maintaining ownership through resolution

o Deliver both remote and onsite technical support as needed

- Engineering & Problem Solving

o Diagnose and resolve complex technical issues beyond standard Tier 1 support

o Identify root causes and implement long-term solutions (not just quick fixes)

o Assist in system design, deployments, and improvements

o Analyze recurring issues and recommend preventative measures

o Support project-based work alongside reactive ticketing

- MSP Tools & Platform Utilization

o Actively utilize and support platforms such as:

 Barracuda (Email Security, CloudGen Firewall, etc.)

 Datto RMM / EDR / Autotask / RocketCyber / IT Glue

 Microsoft 365 / Entra / Exchange / SharePoint / Azure

o Leverage RMM and automation tools to improve efficiency and consistency

o Maintain awareness of alerts, monitoring systems, and proactive remediation

- Documentation & Process Discipline

o Maintain detailed, accurate, and real-time documentation in internal systems

o Document:

 Work performed

 System configurations and changes

 Client environments and standards

o Follow and improve internal processes and standards

o Ensure all work is logged clearly for both operational tracking and client billing

- Client Interaction

o Communicate effectively with clients to:

 Understand issues

 Provide updates

 Deliver clear resolutions

o Provide guidance and basic training to end users when needed

o Maintain professionalism in high-pressure or escalated situations

- Key Traits for Success

o Strong critical thinking and analytical skills

o Ability to multi-task across multiple clients and priorities

o Comfortable working in a fast-paced MSP environment

o Strong sense of ownership and accountability

o Detail-oriented with a heavy emphasis on documentation

o Self-motivated with a continuous desire to learn and improve

QUALIFICATIONS:

- 2–5+ years of experience in IT support or engineering roles (MSP experience strongly preferred)

- Solid troubleshooting experience across:

o Windows environments

o Networking fundamentals (DNS, DHCP, VLANs, firewalls)

o Microsoft 365 administration

- Experience with or exposure to:

- Barracuda security products

- Datto RMM / Autotask / EDR / RocketCyber / IT Glue

- Strong written and verbal communication skills

- Ability to work independently with minimal supervision

- Experience in a Managed Services Provider (MSP) environment

- Exposure to virtualization platforms (VMware, Hyper-V)

- Understanding of security best practices and endpoint protection

- Experience with automation and scripting (PowerShell a plus)

EXPECTATIONS:

- Full-time position with flexibility based on client and team needs

- Participation in after-hours or on-call support as required

- Ability to adapt to changing priorities and time-sensitive issues

COMPENSATION:

Triplet Computers provides a competitive compensation package based on the skills and experience of the selected candidate. This salary package will include full participation in any Triplet Computers benefits programs or allowances that are available.

DISCLAIMER STATEMENT:

This job description outlines primary responsibilities but is not all-inclusive. Additional duties may be assigned as needed to support business operations.

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Retirement plan
• Vision insurance

People with a criminal record are encouraged to apply

Experience:

• IT Support: 2 years (Required)

Language:

• English (Required)

Work Location: In person