IT Support Engineer (MSP) — Windows & Mac | Onboarding/Offboarding | Documentation & SOPs

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: TYPE OF WORK

Any

: SALARY

$5/hour

: HOURS PER WEEK

40

: DATE UPDATED

Jan 8, 2026

JOB OVERVIEW

Level3MD is a managed IT and cybersecurity services provider supporting small-to-mid-sized professional services organizations. We deliver responsive day-to-day IT support, proactive maintenance, and operational excellence through strong process, documentation, and customer care.

Role Summary

The IT Support Engineer provides day-to-day technical support for client users and systems (Windows and macOS), resolves tickets end-to-end, and contributes to continuous improvement through clear documentation, SOP creation, and standardized onboarding/offboarding. This role requires strong troubleshooting skills, exceptional communication, and an MSP mindset: prioritize, document, and drive issues to resolution.

Key Responsibilities
Service Desk and End-User Support (Primary)

Provide Tier 1–2 support for Windows and macOS endpoints: troubleshooting hardware/software, OS issues, user profile issues, printing, email, browsers, and common business applications.

Resolve i ---------- and service requests via ticketing system; escalate appropriately while maintaining ownership and follow-through.

Support Microsoft 365 environment tasks (account access, mailbox issues, Teams/OneDrive/SharePoint basics, MFA troubleshooting).

Provide remote support and occasional onsite support (as required by client needs and geography).

Maintain a high standard of customer service, clear communication, and timely updates.

Onboarding / Offboarding (Clients and Users)

Execute user onboarding: account provisioning, device setup, baseline security configurations, application deployments, and access setup.

Execute user offboarding: account disablement, access removal, device recovery coordination, mailbox and data retention steps per client policy.

Assist with new client onboarding activities: device inventory validation, baseline configuration alignment, documentation capture, and operational handoff.

Documentation, SOPs, and Continuous Improvement (Core Expectation)

Create and maintain documentation: network diagrams (as applicable), endpoint standards, application lists, common fixes, and client-specific runbooks.

Draft and improve SOPs for repeatable workflows (new user setup, password reset, laptop replacement, MFA enrollment, etc.).

Ensure all work is documented in tickets, knowledge base, and client records following internal standards.

Systems Administration Support (as needed, based on skill level)

Basic administration support for Active Directory / Azure AD (Entra ID) and group policy (where applicable).

Endpoint management support (RMM/MDM): monitoring alerts, patching validation, script execution, and software deployment.

Backup/restore support for endpoints and Microsoft 365 (as applicable to your stack).

Coordinate with vendors/ISPs for escalations and follow-ups.

Required Qualifications

2+ years of IT support experience (MSP experience strongly preferred).

Demonstrated hands-on support for both Windows and macOS environments.

Strong troubleshooting fundamentals: networking basics (DNS/DHCP, Wi-Fi, VPN), endpoint performance, permissions/access issues.

Comfort working within a ticketing system with strong documentation habits.

Clear written and verbal communication; professional, service-oriented mindset.

Ability to prioritize and manage multiple tickets in a fast-paced environment.

Preferred Qualifications (Nice to Have)

Experience with Microsoft 365 administration (Exchange Online, Teams, SharePoint/OneDrive).

Familiarity with Azure AD (Entra ID), Intune/Jamf, and endpoint security tools (EDR/AV).

Experience with common MSP tools: RMM, PSA, documentation platforms (e.g., IT Glue/Hudu), remote access tools.

Basic understanding of security best practices (least privilege, MFA, patching, phishing awareness).

Certifications: CompTIA A+/Network+/Security+, Microsoft (MD/SC/MS-900), Apple (ACSP), or equivalent experience.

Success Metrics (What “Good” Looks Like)

Ticket SLAs met with consistent, high-quality resolutions and thorough documentation.

Reduced repeat issues through SOPs/knowledge base improvements.

Smooth onboarding/offboarding execution with minimal user downtime and zero access/control gaps.

Strong CSAT/client feedback, proactive communication, and dependable follow-through.

Work Environment

Schedule: Full-time 9:00 AM - 6:00 EST

Location: Remote

Tools: AutoTask, Datto RMM, ITGlue, Intune, Microsoft 365, Todyl, ThreatLocker, Inky, etc.

SKILL REQUIREMENT

Windows Administrator Cybersecurity Helpdesk Support

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IT Support Engineer (MSP) — Windows & Mac | Onboarding/Offboarding | Documentation & SOPs

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TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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