MSP Service Desk & Support Specialist (Remote)
Red Cup IT, Inc.Los Angeles, CA
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Overview
Schedule
Full-time
Education
Network (CCNA, CCNP, CCIE)
Career level
Senior-level
Benefits
Career Development
Job Description
We are an established Managed Service Provider (MSP) seeking a Service Desk & Support Specialist to deliver first- and second-level technical support to our clients across multiple industries. You will troubleshoot hardware, software, and network issues, manage tickets, and provide an excellent customer experience in a fast-paced, team-focused environment.
Key Responsibilities
- Respond to help desk tickets, via Slack, phone calls, and emails, ensuring issues are resolved within defined SLAs.
- Troubleshoot and resolve issues related to Microsoft 365, user accounts, email, and basic permissions.
- Assist with Windows Server user administration, basic server checks, and routine maintenance tasks.
- Diagnose and resolve basic network issues (DNS, DHCP, VPN, Wi‑Fi, printers, internet connectivity); escalate complex issues when needed.
- Monitor client systems using RMM tools, perform patching, updates, and proactive maintenance.
- Document all work performed in the ticketing system with clear notes and resolutions.
- Participate in onboarding of new users (accounts, hardware setup, permissions, applications).
- Collaborate with senior engineers on escalations and follow through to resolution.
- Educate end users on basic IT best practices and security awareness.
Required Qualifications
- Must have 2-3 years of experience in an MSP IT help desk, desktop support, or similar technical support role.
- Hands-on experience with:
- Windows 10/11 workstations (install, configure, troubleshoot).
- Microsoft 365 (Outlook, OneDrive, Teams, basic admin tasks).
- Basic networking: TCP/IP, DNS, DHCP, VPN, Wi‑Fi troubleshooting.
- Experience using RMM and ticketing/PSA tools (e.g., ConnectWise, Datto, Kaseya, NinjaOne, Autotask, HaloPSA).
- Strong customer service, communication, and documentation skills.
- Ability to multitask, prioritize tickets, and work independently in a fast-paced MSP environment.
Preferred Qualifications
- Previous experience working for a Managed Service Provider is a must
- Industry certifications such as CompTIA A+, Network+, Security+, Microsoft, or Cisco (e.g., CCNA).
- Basic PowerShell or scripting knowledge for automation and routine tasks.
- Experience with firewalls (e.g., SonicWall, Meraki) and VPN configuration.
- Familiarity with backup and disaster recovery solutions.
Soft Skills
- Strong problem-solving mindset and willingness to research and learn new technologies.
- Professional, patient, and empathetic approach when working with non-technical users.
- Reliable work ethic and consistent follow-through on assigned tickets and projects.
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FAQs About MSP Service Desk & Support Specialist (Remote) Jobs at Red Cup IT, Inc.
What is the work location for this position at Red Cup IT, Inc.?
This job at Red Cup IT, Inc. is located in Los Angeles, CA, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.
What pay range can candidates expect for this role at Red Cup IT, Inc.?
Employer has not shared pay details for this role.
What employment applies to this position at Red Cup IT, Inc.?
Red Cup IT, Inc. lists this role as a Full-time position.
What experience level is required for this role at Red Cup IT, Inc.?
Red Cup IT, Inc. is looking for a candidate with "Senior-level" experience level.
What is the process to apply for this position at Red Cup IT, Inc.?
You can apply for this role at Red Cup IT, Inc. either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.