MSP IT Technical Support & Documentation

IT Technician/Assistant VA
PC Pros of California is a Managed Services Provider (MSP) with more than 20 years of experience supporting small businesses (1-50 employees) and individuals. Our primary focus is delivering exceptional IT support while managing our clients' IT environments efficiently. Our team consists of a few subcontractors, but we are looking for a dedicated IT Technician/Assistant to work closely with the owner to provide consistent support for our internal systems (especially documentation) as well as assisting our growing client base.

Position Overview:
We are seeking a self-motivated IT Technician/Assistant to support our clients and internal operations in an Kaseya/Autotask/ITGlue/DattoRMM-based environment. This role involves responding to level 1/2 tech support tickets, non-stop documenting of IT environments, handling client requests, and assisting in follow-ups with other technicians as well as working with 3rd party software vendors to resolve difficult issues.
The ideal candidate is a proactive communicator, customer-focused, and comfortable working a wide range of task-types in a fast-paced MSP environment with a minimum of supervision.

RESPONSIBILITIES

Key Responsibilities:

*Technical Support: Handle level 1/2 IT support tickets, troubleshoot and resolve issues related to (mostly) Windows environments, Microsoft Office 365, Google Workspace, networking (wired & Wi-Fi), implementing and administering 2FA, and backup systems.
*IT Documentation: Lead the effort to maintain up-to-date client IT documentation in IT Glue (covering computers, networks, software licensing, passwords, vendor accounts, etc.).
*Daily Alert Monitoring: Review and triage Datto RMM/EDR alerts every day; investigate and resolve issues, escalate when needed, and proactively contact affected clients to communicate status and next steps.
*Client Communication: Call, email, or text clients to follow up on support tickets, ensuring customer satisfaction.
*Backup System Monitoring: Oversee and troubleshoot backup solutions.
*Ticketing using Autotask - ability to keep organized and add time worked to tickets
*Software & Licensing Management: Deploy and maintain M365/GW as well as engineering-related software such as AutoCAD, Bluebeam, and other industry-specific applications, working with clients and vendors to ensure and maintain proper licensing.
*Collaboration: As needed follow-up with other technicians on open tickets and ensure timely resolutions.

QUALIFICATIONS
Experience: 3-5 years in IT support, preferably in an MSP or similar environment. Strong experience working in a ticketing system and documenting IT issues and resources within the Kaseya/Datto/Autotask/IT Glue stack.

Required Technical Skills:
Strong troubleshooting ability with Windows-based systems and domain networks
Proficiency in Microsoft 365 and Google Workspace administration
Networking expertise (wired, Wi-Fi, and server setups, especially Unifi-based systems)
Familiarity with Datto RMM/EDR: experience navigating the Datto RMM console, responding to alerts, and using Datto EDR for endpoint threat detection and response
Experience with Datto backup software (deployment, use and troubleshooting)
Ability and willingness to diligently document customer info and IT processes

Soft Skills:
Self-starter who proactively solves problems and communicates effectively
Ability to reach out for help when needed instead of staying stuck
Excellent communication skills (spoken and written) - English C2 level or above
Relentless problem-solving work ethic combined with a kind, empathetic customer service mindset
Ability to work independently and think outside the box to resolve issues

IMPORTANT: Please respond with a brief description of your *relevant* IT-related experience and a link to your resume. Thank you!