Systems Support Specialist, MSP- Columbus

Jr. Systems Administrator

Job Description

Position Summary

The Technical Support Specialist provides advanced technical support and serves as the primary escalation resource for Tier 1 technicians. This role resolves complex technical issues, supports infrastructure systems, assists with project implementations, and contributes to technical documentation and process improvement.

Key Responsibilities

Technical Support

• Resolve escalated support requests from Tier 1.
• Administer Microsoft 365, Entra ID, Active Directory, endpoint, backup, and server systems.
• Troubleshoot network, firewall, security, and infrastructure-related issues.
• Perform root-cause analysis and recommend permanent fixes when practical.

Project Support

• Assist with new client onboardings, migrations, and infrastructure projects.
• Deploy and configure hardware, software, and technical solutions.
• Maintain technical documentation and project handoff notes.

Team Development

• Mentor Help Desk Analysts and provide escalation feedback.
• Recommend process improvements and documentation updates.
• Assist with training initiatives and knowledge sharing.

Required Skills

• Advanced Microsoft 365 administration
• Entra ID and Active Directory administration
• Server administration
• Backup and disaster recovery support
• Network and firewall troubleshooting
• Endpoint security management
• Application deployment
• Hardware troubleshooting
• Root-cause analysis
• Strong documentation and escalation management

Preferred Skills

• CompTIA Network+, Security+, Microsoft Associate-level certifications, or equivalent experience
• PowerShell basics
• MSP experience
• Experience supporting compliance-focused environments such as CMMC, SOC 2, PCI, or similar frameworks

Qualifications

• 5+ years of managed services or related IT experience preferred.
• Strong Microsoft 365 and server administration skills.
• Experience with networking, cybersecurity, and infrastructure troubleshooting.
• Ability to work independently and communicate clearly with clients and internal teams.

Performance Expectations

• High-quality resolution of escalated tickets.
• Timely ticket updates and SLA compliance.
• Reliable attendance and punctuality.
• Completion of on-call responsibilities, including alert review and timely response.
• Strong documentation, root-cause thinking, and support for Tier 1 technicians.

Benefits

• 401(k) plan with company match up to 4%
• Paid Time Off (PTO)
• Short-term disability coverage
• Full medical benefits, including dental and vision coverage
• Professional development and career advancement opportunities

Note: This job description is intended to describe the general nature and level of work being performed. It is not intended to be an exhaustive list of all responsibilities, duties, or qualifications associated with the role. Employment remains subject to company policies and applicable law.