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IT Technician (MSP | Onsite)

Intelligent Technical Solutions

Dallas, Texas

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JOB DETAILS
SALARY
$16.27–$24.25
SKILLS
Analysis Skills, Best Practices, CCNA - Cisco Certified Network Associate, Communication Skills, CompTIA Network+, CompTIA Security+, CompTIA Server+, Computer Networks, Customer Support/Service, Desktop PC, Detail Oriented, Document Scanners, Firewalls, Health Insurance, Health Plan, Help Desk, Identify Issues, Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Internet Security, Knowledge Base, MCSA - Microsoft Certified Systems Administrator, MCSE - Microsoft Certified Systems Engineer, Mac Operating System, Management of Information Systems/Technology (MIS), Microsoft Active Directory, Microsoft Office, Microsoft Windows Azure, Microsoft Windows Operating System, Network Connectivity, Organizational Skills, Peripheral Hardware, Presentation/Verbal Skills, Printers, Problem Solving Skills, Retirement Plan, Root Cause Analysis, SonicWALL, Support Documentation, Team Player, Technical Support, Time Management, User Interface/Experience (UI/UX), VoIP (Voice over IP), Wi-Fi, Wireless Communications, Writing Skills
LOCATION
Dallas, Texas
POSTED
3 days ago
Job Description
Join our team as a Technical Support Agent in a highly supportive and collaborative environment. We are seeking a motivated professional who brings strong customer service skills and a commitment to delivering an exceptional support experience. In this role, you will be responsible for providing technical assistance to external clients across a variety of computer applications and platforms, ensuring issues are handled efficiently and professionally while maintaining a high standard of service quality.

Job Responsibilities:
  • Provide prompt and effective technical assistance via phone or email, ensuring customer service excellence and managing expectations. 
  • Log and manage all customer-reported issues in our ticketing system. 
  • Monitor and respond to customer inquiries, lead communication efforts, and ensure timely status updates and issue resolution. 
  • Diagnose and resolve technical issues remotely, utilizing available resources for research. 
  • Advise users on best practices and appropriate actions. 
  • Follow up with customers to ensure complete resolution of issues. 
  • Redirect or escalate problems to the appropriate internal or external resource. 
  • Identify and escalate situations that require urgent attention. 
  • Create and update client support documentation, knowledge base articles, and problem resolution records.

Job Qualifications:
  • Strong verbal and written communication skills with the ability to provide excellent customer support.
  • Proven customer service experience with a strong understanding of support best practices and a customer-first mindset.
  • Strong analytical and problem-solving skills to troubleshoot and resolve IT-related issues efficiently, with the ability to identify root causes and implement effective solutions.
  • Ability to work independently while collaborating effectively within a fast-paced team environment, demonstrating ownership and accountability for assigned work.
  • Experience using help desk or ticketing systems.
  • Excellent time management, organizational skills, and attention to detail.
  • Positive attitude with the ability to adapt to changing priorities and work well with customers and team members in dynamic environments.
  • Working knowledge of Windows operating systems and macOS environments.
  • Experience supporting Active Directory, Azure Active Directory, Microsoft 365 (Office 365), and Google Workspace (G Suite).
  • Familiarity with VoIP systems and related technologies.
  • Basic desktop and end-user troubleshooting experience, including printers, scanners, and peripheral devices.
  • Understanding of computer networking, Wi-Fi connectivity, and network-attached devices.
  • Experience with HaloPSA, NinjaOne RMM, IT Glue, or Hudu is a plus.
  • Experience supporting WatchGuard and SonicWALL firewalls is preferred.
  • Familiarity with Ubiquiti switches and wireless access points is a plus.
  • Experience with VoIP platforms such as 3CX, FreePBX, FusionPBX, Asterisk, or Freeswitch is highly desirable.
  • Knowledge of cybersecurity and IT management tools such as Huntress EDR, AutoElevate, Veeam, Proofpoint, and Exclaimer is a plus.
  • Industry certifications such as Network+, Security+, Server+, CCNA, MCSA, or MCSE combined with relevant experience are highly valued.

Compensation:
Pay rate ranges from $16.27/hour up to $24.25/hour and may vary by experience and location.

Benefits:
  • Medical Insurance Plan
  • Dental & Vision
  • Life Insurance
  • Disability Coverage
  • Paid Time Off (starts at 15 days per year)
  • Maternity/Paternity Leave
  • Paid US Holiday
  • Retirement Plan
  • Salary Advancement/Loan
  • Health & Wellness Program
  • Company-paid training and certification
  • Supplemental Life Insurance (Employee-paid)
  • Supplemental Health Plans (Employee-paid)

About the Company

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Intelligent Technical Solutions

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