Key Responsibilities

Client Support & Communication

• Serve as a professional, friendly, and reliable point of contact for end users.
• Communicate clearly and frequently through tickets, email, and phone.
• Use AI tools to speed up troubleshooting, draft updates, and summarize issues.

Ticket & Queue Management

• Triage and prioritize incoming support requests.
• Work tickets to completion while maintaining SLA expectations.
• Enter timely, accurate time entries in Autotask.
• Escalate issues appropriately.

Technical Troubleshooting (Tier 1 / 1.5)

• Support Windows desktops, user profiles, updates, MFA, drivers, and applications.
• Provide basic support for iOS/macOS (minimal volume).
• Troubleshoot Active Directory, Entra ID, and Microsoft 365 (mail flow, groups, licensing).
• Address common networking issues (DHCP conflicts, DNS issues, IP misconfigurations).
• Perform basic server tasks such as reviewing logs, identifying Group Policy issues, and simple DHCP/DNS checks.

Team Collaboration

• Work closely with the Technical Assistance Team and other departments.
• Contribute to IT Glue documentation and internal knowledge sharing.
• Participate in on-call rotation for after-hours emergencies.

What We’re Looking For

• Associate degree in IT or equivalent experience.
• 2–5 years of IT support experience (MSP experience preferred).
• CompTIA A+ or equivalent skills.
• Ability to obtain Microsoft 365: Modern Desktop Administrator Associate within 6 months.
• Strong Windows and Microsoft 365 troubleshooting skills.
• Basic networking fundamentals.
• Valid driver’s license and ability to pass a background check.

Bonus Skills: Intune experience, Autotask experience, IT Glue, RMM tools, and demonstrated AI usage.

Work Environment & Schedule

• Hybrid role based primarily in Mechanicsburg.
• Business casual in-office; business professional at client sites.
• Standard hours: Monday–Friday, 9:00 AM – 5:00 PM.
• Occasional after-hours work for emergencies or maintenance.
• Some local travel required.

Core Values

• We Salute Our Staff — We support, listen to, and invest in our people.
• One Unstoppable Team — Ego-free collaboration.
• Own the Client Experience — Proactive, empathetic service.
• Communicate Relentlessly — Clear, open, timely communication.
• Improve and Evolve — Always learning, always innovating (including with AI).

Additional Information

• Must be authorized to work in the U.S. (no sponsorship).
• Background check required; client-specific clearances may be needed.
• Appalachia Technologies is an Equal Opportunity Employer.