Client-Focused IT Support Technician (MSP)

5 Factor Technology; Houston (TX); On-site; USD 48,000 - 72,000; Full time

Job summary

5 Factor Technology is seeking a customer-focused End User Support Technician in Houston, TX. You will deliver reliable IT support for end-user devices, Microsoft 365, networking, and AEC tools, ensuring a professional client experience and timely resolutions.

The role emphasizes clear communication, detailed documentation, and adherence to SLAs while supporting multiple client environments and after-hours projects as needed.

Qualifications

• 3+ years of IT support experience in a business or MSP environment (Tier 2 preferred).
• Strong troubleshooting skills across Windows OS, Microsoft 365, endpoints, and basic networking.
• Experience using ticketing systems (Autotask preferred) and RMM tools (Kaseya, etc.).
• Ability to manage multiple tickets and priorities simultaneously.
• Excellent written and verbal communication skills.
• Strong attention to detail and adherence to documented processes.
• Valid driver’s license and reliable transportation for client site visits.

Responsibilities

• Resolve 8–12 tickets per day using remote and on-site support tools.
• Troubleshoot desktops, laptops, printers, Microsoft 365, networking, and business applications.
• Provide hands-on and remote support to end users across multiple client environments.
• Assist with design and CADD tools (AEC) exposure in client environments.
• Respond to service requests via phone, email, and ticketing system (Autotask).
• Maintain accurate documentation of issues, resolutions, and system configurations.
• Escalate complex issues and coordinate with internal teams, vendors, and third-party providers.

Skills

Windows OS

Microsoft 365

End-user support

Ticketing systems

Communication skills

Tools

Autotask

Kaseya

ConnectWise

Datto

IT Glue

Job description

5 Factor Technology is seeking a customer-focused End User Support Technician in Houston, TX. You will deliver reliable IT support for end-user devices, Microsoft 365, networking, and AEC tools, ensuring a professional client experience and timely resolutions.

The role emphasizes clear communication, detailed documentation, and adherence to SLAs while supporting multiple client environments and after-hours projects as needed.