Sobre

We're seeking an experienced IT support contractor to join our team for a big client with a strong understanding of modern SaaS environments. You’ll be working tickets, onboarding, and offboarding users, deploying and refurbishing devices, and investigating alerts from various security and backup tools. You should be confident troubleshooting independently and writing clear documentation of your work. // IT Team Tools You’ll Encounter: - Autotask (Ticketing/PSA) - Datto RMM (Remote Control) - Cloudflare (Web Firewall) - Hudu and IT Glue (Documentation) - ThreatLocker (Application Control) - DNSFilter (Web Filtering) - Mimecast and Avanan (Anti-Phishing) - AFI.AI (Backup) - ReReady (PC Return Workflow) Experience with similar tools, such as ConnectWise, Proofpoint, SentinelOne, or CrowdStrike, is also acceptable. You should be a self-starter who can quickly get up to speed. We provide time to review documentation and offer guidance, but we don’t duplicate vendor training or rewrite manuals for tools you claim to be familiar with. // Core Client Tools: - Okta (SSO, Okta Verify for Windows login) - Office 365 (Outlook, SharePoint, Teams, OneDrive) - Calendly (Scheduling) - Claude (AI Assistant) - Dropbox (Sync/Web) - WordPress (Basic Access/SSO) - Salesforce (Outlook Toolbar) - ZoomInfo (Basic Access/SSO) - Adobe Creative Suite (Install/Repair/Enroll) - Zoom (Access/Troubleshooting) You don’t need to be an expert in every tool, but you should be able to follow documentation, test things from a user’s perspective, and help troubleshoot access issues or performance complaints. // Environment Notes: - No VPNs - No servers or data centers - Devices are not currently joined to Azure AD - Okta Desktop Access is under consideration // Core Responsibilities: - Troubleshooting Tier 1 and Tier 2 tickets on Windows 10/11 using RMM - Deploying and shipping new devices (Lenovo and Dell) via UPS - Refurbishing returned computers (reinstall OS, prepare spares) - Onboarding and offboarding users across all systems - Auditing alerts, backups, and performing routine IT checks - Performing Windows 10 to 11 upgrades // Requirements: -Experience with an MSP or IT service provider is strongly preferred -Strong written communication and clear documentation of troubleshooting steps -Comfortable working independently and knowing when to escalate or ask for help -Familiarity with Windows command line, PowerShell, and Event Viewer -Proactive about communication, ticket ownership, and participation in projects -Cherry-picking tickets to avoid troubleshooting is not acceptable; you’re expected to take on challenges and grow with support from a senior MSP engineer Be honest about your skill level and stay humble; if it’s on your resume, we expect basic hands-on exposure and a willingness to read documentation Central or East Coast working hours preferred; we’re based in California and available 7am–7pm // AI Usage: We provide access to Claude and encourage using AI to write clearly or research fixes. But you should be able to think for yourself, spot hallucinated answers, and not waste time following bad AI output. It's a tool but not a crutch that leads to poor reasoning and pragmatic approaches. // Basic Expectations: - If you already have a full-time job, then we expect you're too busy to work part-time for us during regular business hours. - Do not contact us outside of Upwork - Your rate must not exceed your public Upwork profile - Do not submit excessively AI-generated applications - No agencies or subcontracting - Do not message us before applying or being invited - No repeated follow-ups if not selected - Use the Upwork time tracker (no manual time) - Future work depends on quality, not promises - Do not answer screener questions with “Let’s book a call”