IT Support Associate | MSP Helpdesk L1 | US Operations Team  

QueueFortress Inc. is a US-based Managed IT Services company headquartered in Northern Virginia. We operate elite, fully managed internal helpdesk teams that support business IT environments across the United States. We are not a "body shop" — we are a structured, secure, and professionally managed team environment where your career actually grows.

We are building our first internal helpdesk pod launching in April 2026. This is a ground-floor opportunity to join a company that takes talent seriously.

What You'll Be Doing

• Handling Level 1 and Level 2 helpdesk tickets inside our company's PSA platform (ConnectWise Manage or Autotask)

• Resolving issues including: password resets, MFA lockouts, Microsoft 365 problems, VPN troubleshooting, endpoint issues, user onboarding/offboarding

• Working inside a secure, US-hosted Azure Virtual Desktop (VDI) environment — all tools and access provided

• Following SOPs and runbooks created by your Pod Lead

• Documenting every action clearly in the ticketing system

• Participating in a "follow-the-sun" support model — shifts cover US business hours (EST/CST/PST)

What You WON'T Be Doing

• Managing other people (that's the Lead's job)

• Figuring things out with no guidance — we provide clear SOPs

• Working in a chaotic "figure it out" environment

Why QueueFortress?

• Above-market base salary + performance bonuses

• Clear promotion path: L1 → L2 → Lead Associate (L3)

• After 12 months, your workstation equipment becomes yours

• Managed by a US-based Founder who is personally invested in your growth

• Monthly all-hands calls so you always know where the company is headed

• SOC 2-compliant environment — you work in a professional, secure infrastructure (not a chaotic BPO)

To Apply — Read this cafefully

We receive many applications. To be considered, your application message MUST include answers to these three questions. Applications without answers will not be reviewed.

1. What PSA tools have you used and for how long?

2. What RMM tools have you used and for how long?

3. Describe a ticket where you had to troubleshoot a Microsoft 365 issue. What was the problem, what did you do, and how did you resolve it?

Shortlisted candidates will be sent a 45-minute technical assessment. Only candidates who pass the assessment will be invited to a video interview.

Who We're Looking For

• 3–5 years of IT helpdesk or NOC experience, preferably in an MSP or IT services environment

• Hands-on experience with at least ONE PSA tool: ConnectWise Manage, Autotask, HaloPSA, or Kaseya

• Hands-on experience with at least ONE RMM tool: ConnectWise Automate, Datto RMM, NinjaRMM, or N-able

• Strong Microsoft 365 administration skills (Exchange Online, Teams, Entra ID basics)

• Active Directory troubleshooting experience

• CompTIA A+, Network+, or Microsoft 365 Modern Desktop Associate certification (required or in progress)

• Excellent written and spoken English — you will communicate professionally with US-based stakeholders

• Stable home office: minimum 25 Mbps internet, UPS/backup power, quiet workspace

• Ability to work US business hours (flexible on shift, EST/CST/PST)