The Internal Operations Advanced Technician is to serve as the technical backbone for our internal teams, supporting users in Louisiana, Texas, and Georgia. You will manage the internal service desk, maintain our extensive documentation and automation stack, own the end-to-end technical onboarding of new team members, and support the growth of current team members and interns as the Internal Operations department expands. The ideal candidate has deep experience navigating a sophisticated modern IT stack, thrives in a fast-paced environment, and pairs strong technical troubleshooting with excellent communication.
Internal Help Desk Support: Serve as the main point of contact for internal hardware, software, and identity management issues. Manage internal tickets through ConnectWise PSA, prioritizing and resolving L1 and complex L2 incidents.
- Perform detailed root cause analysis and implement preventative measures.
- Address Level 2 issues such as:
- Resolving complex Active Directory, DNS, and Group Policy errors.
- Advanced M365 issues (mail flow, shared mailbox permissions, Teams/SharePoint access).
- Network troubleshooting (switch/VLAN misconfigurations, firewall rule adjustments, VPN issues).
- VoIP quality issues.
- Endpoint performance issues requiring registry or driver-level fixes.
- Provide advanced troubleshooting and resolution for service tickets across all platforms.
New Hire Onboarding & Provisioning: Own the setup and deployment of user hardware and software. Use tools like immy.bot and Azure/Microsoft Entra ID to build, image, and automate software provisioning for quick, seamless onboarding.
Internal Stack Administration: Maintain, configure, and monitor our core internal operations platforms, including communication tools (Microsoft Teams, SharePoint), documentation frameworks (Hudu, Lionguard), and productivity suites.
Security & Compliance Monitoring: Assist in maintaining our internal security posture by managing baselines across Avanan, Huntress, and DUO MFA for the internal users.
Automation & Optimization: Collaborate on workflow efficiencies using tools like Rewst and zofIQ to minimize repetitive tasks and streamline internal processes.
Documentation & Continuity: Keep the internal knowledge base (Hudu) meticulously updated. Track assets and licenses via Lifecycle Manager to ensure data integrity.
- 2–4 years of IT support experience, preferably in an MSP or similar service-driven environment.
- Strong working knowledge of Platform tools
- Core Infrastructure: Azure, Auvik, ConnectWise RMM/PSA/CPQ
- Security & Documentation: DUO, Huntress, Avanan, Hudu, Lionguard, Lifecycle Manager
- Operations & Automation: immy.bot, Rewst, zofIQ, MSP Process, HubSpot, Strety, Claude, WordPress
- Collaboration Tools: Strong mastery of Microsoft Teams and SharePoint administration.
- Familiarity with Windows, Active Directory, M365, networking fundamentals (DNS, DHCP, VLANs, firewalls), and endpoint management.
- Familiarity with RMM, PSA, and ticketing systems.
- Experience supporting VoIP and security platforms is a plus.
- Excellent troubleshooting and analytical skills with a customer-first mindset.
- Strong written and verbal communication abilities.
- Proactive problem solver.
- Relevant certifications (CompTIA Network+, Security+, Microsoft, Cisco, etc.) preferred but not required.
Health & Wellness: Medical, dental, and vision insurance.
Life Insurance: Employer-paid life insurance.
Retirement: 401(k) retirement plan with company match.
Time Off: Paid Time Off (PTO) and paid company holidays.
Growth & Culture: Professional development and training opportunities, career advancement pathways, and employee recognition programs.
