CCI Tech is seeking a proactive and customer-focused IT Support Specialist to support a diverse client base across cloud and on-premise environments. This role is responsible for delivering high-quality technical support, maintaining system reliability, and aligning client environments with cybersecurity and compliance standards (NIST, CMMC, SOC 2).

This position operates within a fast-paced MSP environment and requires strong troubleshooting skills, excellent communication, and adherence to structured processes using Autotask PSA.

• Provide Level 1 & Level 2 support for client environments (remote and onsite)
• Manage and respond to service requests through Autotask PSA ticketing system
• Troubleshoot and resolve issues related to:
• Microsoft 365 (Exchange, Teams, SharePoint, OneDrive)
• Windows desktops and servers
• Network connectivity (VPN, firewalls, switches, Wi-Fi)
• Perform user onboarding/offboarding (account provisioning, licensing, device setup)
• Support Microsoft 365 tenant administration (CSP environments)
• Assist with cybersecurity tools deployment and monitoring:
• Endpoint protection (EDR/MDR)
• Email security and phishing protection
• Multi-factor authentication (MFA)
• Maintain accurate documentation in IT Glue and ticket updates in Autotask
• Follow CCI Tech’s ticketing standards (one issue per ticket, proper documentation, time tracking)
• Participate in scheduled onsite visits for client infrastructure support
• Assist with project work (network setups, server deployments, migrations)
• Escalate advanced issues to senior engineers with proper documentation and troubleshooting steps
• Adhere to SLA requirements and escalation procedures, including emergency response protocols

• Assist in implementing and maintaining NIST-based baseline controls
• Support compliance initiatives including:
• CMMC Level 1 & 2
• SOC 2 readiness
• Follow security best practices:
• Least privilege access
• Secure remote access
• Endpoint hardening and patching
• Report suspicious activity and potential security incidents immediately

• 2+ years of experience in IT support (MSP experience preferred)
• Strong knowledge of:
• Microsoft 365 administration
• Windows OS (10/11) and basic Windows Server
• Networking fundamentals (TCP/IP, DNS, DHCP, VPN)
• Experience working with a ticketing system (Autotask preferred)
• Excellent troubleshooting and communication skills

• Experience with tools used at CCI Tech:
• RMM / Kaseya stack
• IT Glue documentation platform
• SonicWall, Meraki, or UniFi networking
• Familiarity with:
• Cloudflare DNS management
• Backup and disaster recovery solutions (Datto, etc.)
• Certifications:
• CompTIA A+, Network+, Security+
• Microsoft certifications (MS-900, AZ-900, etc.)

• Meet or exceed SLA response and resolution times
• Maintain clear, professional communication with clients
• Ensure all work is documented, tracked, and billable where applicable
• Participate in weekly team meetings and continuous improvement initiatives
• Follow CCI Tech’s “1-2-3” escalation and past-due ticket policy

• Hybrid role: remote support + onsite client visits
• Fast-paced MSP environment supporting multiple clients
• Participation in after-hours or emergency support rotation when required
• Must be comfortable working with clients across various industries

• Established MSP with over 30+ years in business
• Exposure to diverse technologies and client environments
• Growth opportunities into System Administrator / Engineer roles
• Strong focus on cybersecurity and compliance services