IT Support Technician (Entry Level)

MSP4, LLC | Full-Time or Paid Internship | Onsite (Miami, FL) | Up to 10% Local Travel | 0 to 2 years experience

About the Role

This is where an IT career at MSP4 starts. You take the first call, work the ticket queue, and prepare the workstations, operating inside written runbooks with an L2 Field Support Technician and an L3 Systems Administrator a message away. The role is built to teach: you resolve what the runbook covers, escalate what it does not, and shadow the tiers above you on the work you cannot touch yet.

The defined next step is Field Support Technician (L2).

MSP4 operates as the embedded IT department for a portfolio of professional services, legal, distribution, manufacturing, and government clients running between 50 and 1,500 users. Compliance weight is real: CMMC L2, NIST 800-171, and SOC 2 are active requirements in this client base, which is why the eligibility gate below applies even at the entry tier.

This role owns ticket intake, endpoint tasks under documented procedure, and honest escalation. It does not own design, servers, network changes, or anything a runbook does not cover. Current students and recent graduates from Miami-area programs are who this posting is written for; the internship arrangement converts to full-time on performance.

What You Will Do

• Triage inbound tickets in Jira Service Management: gather symptoms from the user, reproduce the issue, resolve within the runbook, or route to L2 or L3 with the context they need.
• Perform Active Directory password resets and account unlocks per runbook, with every action recorded in the ticket.
• Provide Microsoft 365 first-line support: Outlook mailbox access, Teams meetings and chat, OneDrive sync, and SharePoint file access questions.
• Stage Windows 10 and Windows 11 workstations for new hires: unboxing, imaging assistance, peripheral setup, and domain join under L2 supervision.
• Install and update applications on Windows endpoints from the approved MSP4 software catalog.
• Clear print queues, install drivers, and swap consumables on common office printers (HP, Canon, Brother), escalating hardware faults per procedure.
• Run first-pass network checks: confirm DNS resolution, DHCP lease, and cable and port connectivity. Any configuration change escalates to L3.
• Act as the first line for phishing reports: recognize the pattern, follow the MSP4 phishing runbook, and route to the security escalation path.
• Keep asset records current in Jira Service Management as equipment is deployed, moved, or retired.
• Document every ticket at close so another technician can follow it without asking questions: steps taken, outcome, and artifacts attached.
• Keep users informed in plain language through Jira Service Management ticket updates and Microsoft Teams, including when the answer is "I have escalated this and here is who has it."
• Shadow L2 and L3 work on servers, networking, and CMMC-scoped systems as part of a structured path toward the Field Support Technician (L2) tier.

Qualifications Matrix

Candidates are scored against these. Categories: Technical, Functional, Consulting, Credentials.

Qualification

Category

Description

1

Windows 10 and Windows 11 fundamentals

Technical

Installing the OS, navigating settings and Device Manager, basic driver and update troubleshooting, and user profile basics. Coursework and home-lab work count as evidence.

2

Microsoft 365 end-user basics

Technical

Hands-on familiarity with Outlook, Teams, OneDrive, and SharePoint from the user side: enough to walk a non-technical user through a problem.

3

Active Directory exposure

Technical

Understands what a domain, user account, and group are; can perform password resets and unlocks by following a written procedure.

4

PC hardware assembly and repair basics

Technical

Component identification, RAM and storage swaps, peripheral setup, and cable management at the desk and cart level.

5

Networking fundamentals

Technical

TCP/IP, DNS, and DHCP at the concept level: can explain what each does and verify each with ipconfig, nslookup, and ping. Configuration work is not in scope.

6

Printer and peripheral basics

Technical

Print queue management, driver installation, and consumable replacement on common office printers (HP, Canon, Brother).

7

Security awareness

Technical

Recognizes phishing patterns, practices password hygiene, and understands why removable media and unknown devices are controlled on compliance-scoped sites.

8

Ticketing discipline

Functional

Records symptoms, steps, and outcomes in a ticketing system (Jira Service Management preferred; any ITSM or help desk tool from a job or coursework is transferable).

9

Runbook adherence

Functional

Follows a written procedure exactly, and flags a gap in the procedure to the tier above instead of improvising around it.

10

Escalation judgment

Functional

States plainly what they do not know, and escalates to L2 or L3 with symptoms, steps already taken, and user impact rather than guessing.

11

End-user communication

Consulting

Explains a technical issue to a non-technical user in plain language, keeps the user informed while the ticket is open, and stays calm when the user is not.

12

Documentation habits

Consulting

Ticket-close notes another technician can follow without asking questions: reproducible steps, outcome, and artifacts attached.

13

Education and experience

Credentials

0 to 2 years of help desk, desk-side, retail tech, or campus IT experience; or an AA, AS, BS, or certificate program in information technology, cybersecurity, or computer science, completed or in progress. Coursework, home labs, and student IT jobs all count.

14

US-person status

Credentials

US citizen, US national, lawful permanent resident, or protected individual (refugee or asylee) under US law. Required for CUI and export-controlled system access on CMMC-scoped client sites under CMMC L2. Authorization to work in the US is not sufficient: a work visa (H-1B, L-1, TN), OPT/CPT, or an Employment Authorization Document does not satisfy this requirement.

15

Miami-area work location

Credentials

Based in the Miami, FL area and able to work onsite. Entry tier is onsite; no remote option.

16

Entry-level certifications

Credentials

A plus, not a requirement. CompTIA A+ carries the most weight at this tier; CompTIA ITF+, Network+, Security+, Google IT Support Certificate, and Microsoft 365 Fundamentals (MS-900) are welcome.

Eligibility & Scoring

Required. Absence screens the candidate out.

• 0 to 2 years of hands-on support experience, or an IT-related degree or certificate program completed or in progress. Coursework, home labs, and student IT jobs count (matrix #13).
• Miami-area work location and US-person status (matrix #14, #15). You must be based in the Miami, FL area and qualify as a US person: US citizen, US national, lawful permanent resident (green card holder), or protected individual (refugee or asylee) under US law. Authorization to work in the United States is not sufficient on its own. A non-immigrant work visa (H-1B, L-1, TN, and similar), F-1 OPT/CPT, or an Employment Authorization Document does not meet this requirement. Access to Controlled Unclassified Information and export-controlled systems on CMMC-scoped client sites is restricted to US persons under CMMC L2 and US export control regulations (ITAR / EAR). International students on F-1 status: this specific role cannot accept OPT or CPT; we state it here so you do not spend an application on it.
• Windows 10 and Windows 11 fundamentals (matrix #1).
• Microsoft 365 end-user basics (matrix #2).
• Networking fundamentals at the concept and verification level (matrix #5).
• Ticketing discipline from any job, lab, or coursework (matrix #8).
• Runbook adherence and escalation judgment (matrix #9, #10).
• End-user communication in plain language (matrix #11).

Preferred. Strengthens a candidate, never screens one out.

• Active Directory exposure beyond coursework (matrix #3).
• PC hardware assembly and repair basics (matrix #4).
• Printer and peripheral basics (matrix #6).
• Security awareness in a compliance context (matrix #7).
• Documentation habits at ticket close (matrix #12).
• Certifications: CompTIA A+, ITF+, Network+, Security+, Google IT Support Certificate, or MS-900 (matrix #16).

Core Competencies

Competency

Behavioral indicator

Follows procedure exactly

Executes the runbook as written and flags a gap to L2 or L3 instead of improvising around it.

Says "I don't know" early

Escalates with symptoms, steps taken, and user impact rather than guessing on a system above their tier.

Learns in the open

Asks questions in the team channel, writes down the answer, and does not need the same answer twice.

Composure with users

Keeps a frustrated user informed and calm while working the ticket or waiting on an escalation.

Reliability

Shows up on time, closes the loop on every ticket they touch, and never leaves a user wondering who has their problem.

How We Work

MSP4 does not operate like a traditional IT department or a ticket-centric help desk. We function as embedded IT leadership for our clients, accountable to their outcomes.

Our Principal Solutions Architect owns the design framework. Engineers at every level, including senior, execute within that framework. The tier structure keeps a multi-client portfolio consistent and audit-ready. Candidates who need design authority to feel effective should pass on this role. Candidates who find satisfaction in high-quality execution and in earning client trust through reliability will do well here.

We are building the operating model in real time. Some processes are documented; others are being written as we go. People here help shape what does not yet exist while executing reliably within what does.

About MSP4

MSP4, LLC provides infrastructure, security, and IT advisory services to mid-market professional services, manufacturing, distribution, legal, and government clients across the United States. Our commercial practice and regulated practice serve organizations with serious compliance requirements including SOC 2 Type II and CMMC Level 2.

We are a small team. Every person on it has direct impact on client outcomes. The ladder is tiered for scope and audit; access is not. Everyone here has direct access to everyone else, up to and including the CEO.

Work Environment & Location

• Onsite in the Miami, FL area, at the MSP4 office and assigned client facilities.
• Local travel up to 10% between Miami-area sites.
• Full-time or paid internship. The internship arrangement follows a defined schedule agreed at offer and converts to full-time on performance.
• Miami-area work location and US-person status required. Work authorization alone (work visa, OPT/CPT, or EAD) does not qualify; see Eligibility & Scoring for the full definition.
• Physical work in office areas and equipment rooms: time on your feet, lifting and setting up workstations, monitors, and peripherals, and cable work at desks and racks.

Equal Opportunity Statement

MSP4, LLC is an equal opportunity employer. All qualified applicants receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, or any other characteristic protected by applicable federal, state, or local law.

How to Apply

• Alongside your resume, submit a one-page cover page in PDF. Name the file Cover
• Page_Last
• Name_First
• Name_ITSupport
• Technician.pdf.
• Include a header line with your name, the date, and the JD version string shown at the bottom of this posting.

On the cover page, answer the following in order

• Describe a technical problem you fixed for someone else (a user at a job, a classmate, a family member). What was broken, how did you figure it out, and how did you explain it to them?
• Name one topic in this posting where you know the least. How would you close that gap in your first 90 days here?

Close with the following statement exactly: "I understand that my scope is ticket intake and endpoint work under MSP4 runbooks, and that anything a runbook does not cover escalates to L2 or L3."

One page. PDF only.

JD v1.0. Retain this version string on your cover page.