IT Support Engineer - Helpdesk ServiceDesk

This 100% remote IT Sales & Support Engineer/Consultant/Specialist role supports business clients through troubleshooting and technology consulting while also contributing to sales and customer success. The schedule runs Monday through Friday, with either an 8:00 AM–4:30 PM or 9:00 AM–5:30 PM CST shift.

Role Overview

You will provide technical support and IT consulting to business clients, solve day-to-day technology challenges, and help identify clients’ technology needs. The position combines hands-on support work with a consultative approach that supports long-term client relationships.

Key Responsibilities

• Deliver technical support and IT consulting for business clients
• Troubleshoot issues and apply software solutions to resolve IT challenges
• Balance support and sales by assisting clients while identifying their technology needs
• Work closely with businesses to build strong, long-term relationships
• Continue expanding knowledge in a fast-paced, evolving IT environment

Required Qualifications

• Active Directory and Group Policy
• Experience with Windows OS, Microsoft Office, Windows Server, and VPN configuration
• Office 365 administration
• Strong customer relationship and sales skills
• Ability to train and support non-technical users
• Excellent time management and prioritization
• Experience with onsite services and projects
• Typing speed: 40 WPM minimum, 60+ WPM preferred

Preferred and Desirable Experience

• MSP/MSSP experience: 3-5+ years
• IT support experience: 3-5+ years
• IT sales experience: 1-2+ years
• Client segment experience: 3-5+ years supporting businesses
• Remote/Hybrid experience: 2-3+ years

Technologies and Tools

• Microsoft Teams, Microsoft 365
• Repairshopr / Syncro
• Keeper Password Manager
• ConnectWise (Manage, Automate, Control, CPQ, BrightGauge, and more)
• Monday.com
• Fortinet Firewalls, Switches, APs
• SonicWALL Firewalls, Switches, APs
• Ubiquiti Routers, Switches, APs
• Microsoft Office
• Windows Server
• VPN configuration

Support & Systems (Highly Desirable)

• Microsoft Teams, Microsoft 365
• Repairshopr / Syncro
• Keeper Password Manager
• ConnectWise (Manage, Automate, Control, CPQ, BrightGauge, and more)
• Monday.com

Devices and Infrastructure

• Fortinet Firewalls, Switches, APs
• SonicWALL Firewalls, Switches, APs
• Ubiquiti Routers, Switches, and APs

Additional Skills

• Typing speed: 40 WPM minimum, 60+ WPM preferred
• AS/BS degree preferred
• Certifications (CompTIA, Microsoft, Cisco, etc.) a plus

Customer Success and Sales Mindset

• Client satisfaction focus: drive real outcomes and support high CSAT performance
• Recognized excellence: clients, peers, and leadership acknowledge impact (Employee Awards & Recognition)
• Performance-driven: excel in sales and support metrics within a high-performance environment

Compensation and Benefits

• Performance-based profit sharing rewards
• Medical, Dental, & Vision Insurance
• 401K and retirement benefits
• Paid Time Off (Vacation, Sick, Personal)
• Paid holidays
• Work-life balance
• Your voice matters in a small-business culture
• High-energy, fast-paced work environment

Location and Schedule

• Location: Saint Croix Falls, WI (remote)
• Experience level: 3+ years
• Schedule: Monday–Friday, 8:00 AM–4:30 PM or 9:00 AM–5:30 PM CST