IT Helpdesk Technician — Product & Strategy (Part-Time)

Location: San Francisco (preferred) or Remote (U.S.)

Job Type: Part-Time / Hourly (up to 10 hours per week)

About the Role

Async Labs is an AI startup developing an intelligent assistant designed to help MSP technicians resolve issues faster, automate workflows, and improve service delivery.

We are seeking a highly experienced IT Helpdesk Technician to serve as a subject-matter expert and help shape our product strategy. In this role, you’ll collaborate with our product and engineering teams to define real-world technician workflows, validate AI-driven features, and ensure the product aligns with how MSPs actually operate.

This is a part-time, hourly position (upto 10 hours per week) with competitive rates — ideal for a senior (experienced) MSP professional looking to contribute their expertise to an emerging AI product.

Key Responsibilities

Provide expert insight into MSP workflows, escalation processes, and service delivery models.
Collaborate with product and engineering teams to design and validate AI-driven technician workflows.
Review and refine SOPs, troubleshooting scenarios, and automation processes for AI training.
Test integrations with common RMM and PSA tools to ensure real-world applicability.
Offer strategic feedback to improve product usability, efficiency, and technician experience.

Qualifications

10+ years of experience working in a Managed Services Provider (MSP) environment.
Proven experience leading or mentoring Level 1 technicians and building SOPs or process documentation.
Hands-on expertise with:
RMM tools: NinjaOne, Datto RMM, N-able, Atera, etc.
PSA tools: Autotask, ConnectWise Manage or HaloPSA.
Strong understanding of Microsoft 365, Windows Server, Active Directory, and network fundamentals (firewalls, DNS, VPNs, DHCP).
Excellent communication and documentation skills.
Effective time management and ability to work remotely and onsite
Passion for improving technician productivity through automation and AI.

Preferred Qualifications

Experience in product development, process automation, or AI workflow validation.
Familiarity with scripting (PowerShell, Python, or similar).
Relevant certifications such as CompTIA A+, Network+, Microsoft 365, or ITIL Foundation.

Compensation

Part-time (up to 10 hours per week)
Competitive hourly rates based on experience
Opportunity for expanded involvement and long-term growth as the product and team scale

How to Apply

Please send your resume or LinkedIn profile to jobs@asynclabs.ai with the subject line:

“IT Helpdesk Technician – Product & Strategy.”

Async Labs

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IT Helpdesk Technician — Product & Strategy (Part-Time)