IT Support Specialist/Help Desk Technician (Day Shift)

About the Role

EA Co. is hiring an IT Support Specialist with a cybersecurity-aware skillset to join our client's support team on a day shift schedule, with weekend availability required. This role is ideal for someone with solid helpdesk experience who understands security fundamentals and takes ownership of tickets from intake to resolution.

Key Responsibilities

• Monitor and respond to incoming support tickets during your shift
• Troubleshoot and resolve user issues across hardware, software, network, and account access
• Handle common requests like password resets, access issues, and Microsoft 365 support
• Prioritize tickets and escalate urgent issues to the right person or department
• Keep ticket notes clear and complete so the day team can pick up where you left off
• Follow the team's processes and response time standards

Non-Negotiable Requirements

• At least 2 years of experience in a related IT support or cybersecurity field
• Hands-on experience with a ticketing system, ideally Autotask or ConnectWise
• Solid knowledge of Windows, Microsoft 365, Active Directory, and basic networking (DNS, DHCP, VPN)
• Availability for day shift schedule, including weekends

Nice-to-Haves

• Prior experience in an MSP (Managed Service Provider) environment
• Familiarity with remote support tools (e.g., ScreenConnect, TeamViewer)
• Working knowledge of cybersecurity practices (phishing detection, endpoint protection, MFA enforcement, basic incident response)
• Strong written communication for clear ticket documentation
• BPO experience is a plus.

What We're Looking For

A self-starter who can work independently, communicate clearly in writing, and stay calm under pressure when juggling multiple tickets. Someone who takes pride in leaving clean handoff notes, flags security concerns proactively, and never drops the ball on an escalation.

Why Join EA Co.

• Work directly with US-based founders and executives who value your expertise
• Clear onboarding and support so you're set up to succeed from day one
• A team that recognizes technical skill and rewards reliability and ownership
• Opportunity to grow your cybersecurity and IT support experience with real client exposure
• A straightforward, respectful hiring and placement process no endless back-and-forth