Remote IT Support & Project Specialist (MSP)

Remote IT Support Analyst (Full-Time)

Cascade IT Services is a U.S.-based Managed Service Provider (MSP) focused on delivering secure, cloud-first IT solutions for small and midsize businesses. We specialize in Microsoft 365, network security, endpoint management, and managed IT services, with a commitment to documentation, automation, and exceptional client service.

We are not a reactive IT company — we aim to be a proactive technology partner. Our services include cloud migrations, cybersecurity (HIPAA/PCI compliance), AI-powered productivity tools, VoIP infrastructure, and ongoing systems monitoring using tools like NinjaOne and Cyrisma. We work across industries and provide full visibility, fast response times, and scalable IT strategy.

As we continue to grow, we’re looking for someone who wants to grow with us — not just in skillset, but in leadership. The ideal candidate will become a key member of our technical team, helping expand our service delivery while also mentoring junior engineers, supporting new hires, and contributing to strategic projects. Our goal is to expand our MSP customer base, and we want you to help us build a team that scales alongside our success.

This is not a basic helpdesk job — we’re looking for someone who can take ownership of support issues, document everything, and lead projects, security compliance, and training from start to finish. You’ll work independently, communicate directly with clients, and help implement best-in-class tools and processes.

Compensation & Growth

This is a full-time, long-term position with opportunities for advancement. We are offering a starting monthly salary in the range of (approx. $1,500 to $1,700 USD), depending on experience and qualifications.

As you demonstrate ownership over client environments, lead successful projects, and help grow our support team, your compensation will grow along with it. We're not just hiring someone to fill tickets — we're hiring someone to help build the future of Cascade IT Services.

Responsibilities

* Provide remote support for Windows/macOS, printers, Microsoft 365, VoIP, and networking
* Use NinjaOne RMM to monitor endpoints and resolve issues proactively
* Lead client IT projects such as onboarding, migrations, upgrades, and security implementations
* Train clients and staff on Microsoft tools, cybersecurity, and AI tools like Copilot
* Maintain compliance with HIPAA and PCI through secure setups and documented processes
* Mentor junior techs and collaborate within our growing remote team
* Use ChatGPT and Microsoft Copilot to streamline documentation, project support, and communication
* Conduct Security Awareness Training and manage platform tools
* Ensure secure architecture through SASE principles, penetration testing strategies, and data exposure reduction
* Document all tasks, projects, and systems with clarity and consistency

Required Technical Skills

We’re a Microsoft-first, security-focused MSP using best-in-class tools for support, automation, and compliance. You must be skilled in:

* Microsoft 365 (Exchange Online, SharePoint, Teams, licensing, Groups)
* Microsoft Intune / Endpoint Manager (policies, device management, compliance)
* Azure & Entra ID (Azure AD) (identity roles, MFA, conditional access, virtual machines)
* Microsoft Defender for Business
* Microsoft Copilot (Outlook, Word, Excel, Teams – usage and client training)
* Dynamics 365

VoIP Systems experience including:

* Microsoft Teams Calling

* ---------- (call flows, routing, auto-attendants)

* YakChat (SMS/MMS through Teams)

* Certified Microsoft Teams desk phones

* Cisco IP phones (setup, configuration, and support)

* Yealink phones or similar VoIP hardware

* SASE (Secure Access Service Edge) – understanding Zero Trust architecture, SD-WAN, and cloud-delivered security

* Penetration testing or knowledge of common tools and methodologies

* Cyrisma or similar lightweight security/risk management platforms

* Unifi ecosystem (Ubiquiti gear: access points, switches, gateways, VLAN setup)

* NinjaOne RMM or equivalent

* Bitwarden or other secure password managers

* Excellent documentation practices and client-ready English communication

* Comfortable conducting training sessions and mentoring junior tea ---------- mbers

Bonus Skills (Nice to Have)

* PowerShell scripting
* KnowBe4 or other phishing simulation tools
* Google Workspace (for migrations)
* Remote access tools (e.g., TeamViewer, ConnectWise Control)
* M365 Security & Compliance Center experience
* HTML/Markdown for internal documentation formatting
* Microsoft Forms, Power Automate, SharePoint custom workflows
* Mobile device management (iOS/Android)
* Zoho (we are transitioning away)

Tool Stack

* RMM: NinjaOne
* Cloud/Email: Microsoft 365
* Security: Defender, Cyrisma, Bitwarden, KnowBe4
* Networking: UniFi
* VoIP: Teams Calling, ---------- , YakChat, Yealink, Cisco, Certified Teams Phones
* AI Tools: ChatGPT, Microsoft Copilot
* Docs: SharePoint, OneNote
* PSA: Zoho Projects & Desk (transitioning)

Who We're Looking For

* Highly organized, self-directed, and proactive
* Takes ownership from start to finish — not just assigned tasks
* Fluent English communication skills, written and spoken
* Strong trainer and mentor, comfortable teaching clients and tea ---------- mbers
* Committed to clear documentation, clean processes, and cybersecurity best practices
* Fully focused on Cascade IT Services during working hours — no contract juggling

Work Requirements

* High-speed internet
* Quiet, distraction-free workspace
* Reliable computer, headset, and webcam

Don’t have the right equipment? We can provide a company computer, headset, and webcam after hiring if needed.

Schedule & Work Terms

* Full-time (40 hours/week)
* Schedule: Pacific Time (8:00 AM – 5:00 PM PST)
* Time Tracking: Required daily using internal systems

Exclusive Role Expectation

Cascade IT Services is a dedicated team. When you work here, you work only here — no outside freelance gigs, contract work, or second jobs during Cascade hours.

We value trust, consistency, and full professional focus. Our team functions best when everyone is committed, reliable, and distraction-free.

What to Expect

* Application review
* Video interview
* Onboarding with access to internal systems and documentation

Not a Fit If…

* You work for multiple clients or companies
* You avoid documenting your work
* You resist mentoring or training roles
* You’re not open to using modern tools like Copilot and AI to streamline your work

Culture & Growth

We’re a modern MSP that values clarity, accountability, and innovation. You’ll be trusted to lead, improve, and grow — not just respond to tickets. We’re all about security, cloud-first thinking, and AI-powered efficiency. As we expand, we’re looking for people who want to help build something lasting — a solid, respected MSP that’s trusted by more businesses each year.

How to Apply

Please send your application to: ----------

1. A short message explaining why you're the right fit
2. A real-world example of a project, training, or security task you led independently
3. Your resume
4. Any certifications or technical training you've completed