Empathetic IT Support Technician: Start Your IT Career

Andrewsama; Amarillo (TX); On-site; USD 37,000 - 52,000; Full time

Benefits offered by this job

Health, dental, and vision coverage

Paid time off and holidays

Structured Level 1 training program

Clear path to Level 2

Certification reimbursement

Job summary

Andrews & Associates IT Solutions, LLC in Amarillo, TX seeks an entry-level IT Help Desk specialist. You will be the first point of contact for clients, delivering friendly support and documenting issues accurately. We value care for people on the other end of the line as much as technical skill.

You will triage, troubleshoot Windows and Microsoft 365 issues, and assist with device provisioning. Training and growth are built in; on-site visits may be required.

Qualifications

• One year of technical support experience, or demonstrable hands-on aptitude.
• Solid Windows fundamentals and troubleshooting.
• Ability to explain a technical problem to a non-technical person without condescension.
• Genuine care for the people you are helping; empathy is required.
• Willingness to be coached and follow documented processes.
• Professional appearance and conduct—interacting with law offices, medical practices, banks, and government.
• Must pass a criminal background check, including fingerprinting (CJIS).
• Ability to lift 50 pounds and be on-call as needed.

Responsibilities

• Answer client requests by phone, email, and portal as the first point of contact.
• Triage and document every ticket in our PSA with enough detail for continuity.
• Resolve common issues remotely: password resets, MFA resets, Outlook and mailbox problems.
• Support Microsoft 365 at the user level: Outlook, Teams, SharePoint, OneDrive.
• Assist clients using Copilot and AI platforms with access and licensing questions.
• Image, configure, and deploy workstations and mobile devices.
• Follow our playbooks, escalating to Level 2 when you reach the edge of them.
• Assist senior technicians onsite at client locations as scheduled.

Skills

Technical support

Customer service

Windows troubleshooting

Communication skills

Problem-solving

Tools

Microsoft 365 Admin

Active Directory

Job description

Andrews & Associates IT Solutions, LLC in Amarillo, TX seeks an entry-level IT Help Desk specialist. You will be the first point of contact for clients, delivering friendly support and documenting issues accurately. We value care for people on the other end of the line as much as technical skill.

You will triage, troubleshoot Windows and Microsoft 365 issues, and assist with device provisioning. Training and growth are built in; on-site visits may be required.