IT Helpdesk Agent (T1 and T2)

Pinnacle IT is searching for a full-time employee to help with our remote IT help desk on T1 and T2 support conerns. Our customers call for help desk support tickets related to networking issues, desktop/laptop support, domain account support, various troubleshooting issues, email support, etc. This is a very high demand customer-facing position, and our standards are very high!

This position requires that you are available Monday-Friday, 7am-5pm Central Standard Time.

If you provide VIDEO of yourself talking about your skills and experience and showing how well your speaking skills are, you will be guaranteed an interview. To ensure you are a serious candidate, applicants should use a minimum of 10 Apply Points.

Qualified candidates should have a minimum of 3 year’s experience working for a USA-based Managed Service Provider. Due to the high demand of our workload, very little training will be provided, so you need to already be proficient in things like:

Windows Operating Systems (Particularly Windows 10/11/Server)
Bash Scripting/PowerShell
Microsoft Azure AD, ADDS
Microsoft 365
Microsoft Windows Domain Services
RMM Tools
Basic knowledge of cybersecurity best practices
Basic knowledge of MSP best practices
Basic-Advanced knowledge of networking and network infrastructure

Training will be provided in regard to our company’s particular processes, documentation/procedures, introductions to our existing customers, orientation about our day-to-day operations, etc. We are intentionally hiding this sentence in the middle of this post so that we can find out who actually has read every word of this; if you are reading this, the first word of your subject line in your response should be BLUE in all capital letters, and after BLUE, please type yes or no as to whether or not you have worked for an MSP before. For example, your subject line should begin with either BLUE: yes or BLUE:no. A series of technical questions will be asked during the interview in order to make sure you are qualified.

Applicants who have IT certifications will be considered first. All applicants should have a minimum of a completed CompTIA A+ or equivalent certification from another certification path. Additionally, any certifications related to cloud, especially Azure-related, will receive priority preference in getting an interview. Cndidates must be proficient in the English language, and you must be very practiced. Your English needs to be proficient enough that our customers don’t even know that you are overseas. You also need to be comfortable with telling customers you are based in our area if they ask. We have customers that are not OK with outsourcing overseas, so we hope you’ll understand and not take it personal.