Position Type
Contract to Permanent
Department
I.T. Support & Operations
Location
Dallas / Plano, TX (Hybrid)
Reports To
Lead Technician
Compensation
Hourly – Commensurate with Experience
Start Date
Rolling / Immediate Availability
About Trusted Cyber
Trusted Cyber is a Dallas-based Managed I.T. Services provider with 60+ years of combined experience delivering customized, secure technology environments for professional services firms. We are a technology company built around a simple belief: I.T. should just work — and when it doesn't, someone who actually cares should fix it fast.
We're growing and looking for motivated technicians — whether you're a student looking for hands-on experience or a contractor wanting consistent, meaningful work — to join our support team and grow with us.
Role Overview
As a Tier 1 I.T. Technician, you will be the first point of contact for client support requests. You'll troubleshoot hardware and software issues, manage tickets, assist with onboarding/offboarding, and support our team in delivering a consistently excellent experience to our clients. This is a hands-on role with real responsibility from day one — not a coffee-fetching internship.
Key Responsibilities
Helpdesk & End-User Support
- Respond to and resolve Tier 1 support tickets via phone, email, and ticketing system
- Troubleshoot Windows 11, Microsoft 365, Outlook, Teams, and line-of-business application issues
- Assist with printer, peripheral, and basic network connectivity issues
- Escalate unresolved issues to Tier 2/3 technicians with clear documentation
Onboarding & Offboarding
- Set up new user accounts in Microsoft 365, Entra ID (Azure AD)
- Configure email, MFA, and security policies for new users
- Deactivate and offboard departing users — revoke access, archive data, document actions
Device & Endpoint Management
- Image, configure, and deploy workstations and laptops
- Install and configure endpoint protection and verify agent health
- Apply Windows updates and patches via RMM
- Perform basic hardware diagnostics using S.M.A.R.T. tools and vendor utilities
Documentation & Ticketing
- Log all support activities accurately and promptly in the ticketing system
- Maintain and update client environment documentation
- Follow defined SOPs and contribute improvements when identified
Qualifications
Required
- Pursuing or holding a degree/certification in I.T., Computer Science, or related field (CompTIA A+, Network+, or equivalent a plus)
- Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
- Strong written and verbal communication skills — you'll be talking to real clients
- Ability to manage multiple tasks and prioritize under pressure
- Reliable, punctual, and self-motivated — we trust our team to execute
Preferred
- Hands-on experience with RMM tools
- Familiarity with Active Directory / Microsoft Admin Center / Microsoft Entra ID user management
- Exposure to cloud file systems (Egnyte, SharePoint, Box & others)
- Experience in an MSP or help desk environment
- Basic understanding of networking (DNS, DHCP, TCP/IP, VPN)
What You'll Get
- Real-world MSP experience supporting professional services clients in a fast-paced environment
- Mentorship from senior technicians and direct access to leadership
- Exposure to enterprise tools: Microsoft 365, DNS Management and more
- Flexible scheduling — built for students and contractors
- A team that takes ownership, works hard, and has each other's backs
- Pathway to full-time employment for high-performing interns and contractors