About the Role
This is a full-time, hybrid role combining onsite and remote work, supporting our Managed Services clients. In this position, you will provide day-to-day technical support and administration of client endpoint environments, primarily leveraging Microsoft operating systems and related technologies.
You will be responsible for ensuring the security, stability, and performance of client endpoints, while assisting with troubleshooting, optimization, and continuous improvement initiatives. This role requires close collaboration with clients and internal engineering teams to deliver reliable, scalable, and secure IT services that support critical business operations.
Location: This role requires a location within 20 miles of Wilmington, NC.
Required Experience
- 2 to 3 years of experience in a Help Desk or Service Desk role supporting multiple clients or users.
- Experience providing Microsoft 365 tenant support, including user provisioning, licensing, password resets, MFA support, and basic administration of Exchange Online, Teams, OneDrive, and SharePoint.
- Hands-on experience troubleshooting end-user hardware (desktops, laptops, peripherals, printers, docking stations) and operating system issues (Windows 10/11; basic macOS support preferred).
- Familiarity with endpoint management tools such as Intune, RMM platforms, or similar device management solutions.
- Strong software and application troubleshooting skills, including Microsoft Office applications and common third-party tools.
- Working knowledge of endpoint security and EDR solutions (e.g., Microsoft Defender for Endpoint, SentinelOne, CrowdStrike, or similar), including alert triage, basic investigation, and remediation actions.
- Strong customer service skills, with the ability to communicate technical issues clearly to non-technical users.
- Ability to document issues, resolutions, and procedures clearly within a ticketing system.
- Proven ability to manage multiple priorities in a fast-paced environment.
Preferred Experience
- Previous experience in a Managed Service Provider (MSP) or client-facing environment.
- Knowledge of applications often used in banking or credit unions (Jack Henry, etc.).
- Certifications such as Network+, Security+, Azure Fundamentals (AZ-900), or Microsoft 365 Fundamentals (MS-900).
Katalyst is an equal opportunity employer and does not discriminate on the basis of race, color, religion, national origin, sex, physical or mental disability, or age.
