The Helpdesk Support Technician delivers Tier 1–2 technical support to clients in a fast-paced, compliance-focused IT services environment. This is a full-time, on-site role in Reno, NV with a rotating on-call schedule.
Key Responsibilities
Provide in-person, phone, and remote technical support
Manage and resolve tickets using Autotask PSA
Monitor and maintain systems using Datto RMM
Troubleshoot desktop, server, and network issues
Support Microsoft 365, backups, printers, and line-of-business applications
Maintain and configure SonicWall firewalls and Ubiquiti/UniFi networking equipment (switches, APs, UDMs)
Assist with system deployments, upgrades, and migrations
Communicate clearly with both technical and non-technical users
Participate in after-hours on-call rotation (remote response only)
Project Goals
Ensure consistent delivery of high-quality support to client environments
Help maintain secure, audit-ready systems with a focus on compliance
Support infrastructure upgrades and transitions to AI-enhanced tools
Maintain accurate, timely documentation for all work performed
Contribute to process improvements, internal QA standards, and tool adoption
Note
This is a local, in-office role based in Reno, Nevada. No remote work except during scheduled on-call rotations. Recruiters will not be considered.
Requirements
3+ years of IT support experience (MSP environment strongly preferred)
Proficient with:
Windows 10/11 workstations
Windows Server 2016, 2019, 2022, and 2025
macOS, iOS, and Android support
Microsoft 365 (Exchange Online, SharePoint, Teams)
SonicWall firewalls and Ubiquiti/UniFi networking (switches, APs, UDMs)
Remote Monitoring and Management tools (especially Datto RMM)
Strong networking fundamentals (DNS, DHCP, IP addressing, VLANs)
Clear documentation and effective communication with both technical and non-technical users
Solid troubleshooting, multitasking, and time management skills
Interest in cybersecurity, compliance, and continuous learning
Reliable transportation for on-site support (local only)
Preferred Qualifications
Experience with SentinelOne endpoint protection
PowerShell scripting skills
Familiarity with security frameworks (e.g., NIST, CMMC)
Relevant certifications such as CompTIA A+, Network+, Security+, or equivalent
Benefits
Competitive pay based on experience
2 weeks paid time off (PTO)
Health insurance available after 3 months
401(k) with company match
Paid training and certification support
Hands-on exposure to advanced tools, systems, and AI/agent-based workflows
Work with a professional, tight-knit team that values results and growth