End User Support Technician

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 looking to add a customer-focused End User Support Technician to our Houston, Texas team. Review the details below to learn more about this opportunity.

Who We Are

5 Factor Technology is an expert team with real-world experience tackling the very challenges our clients face. We deliver proven, holistic technology solutions with a hassle-free, hands-free approach.

We exist to elevate the technology experience—helping our clients innovate, thrive, and build more resilient businesses. Through relentless innovation and an unwavering commitment to 5-star service, we are changing the way organizations think about technology management.

Our Success Factors guide every decision we make:

• Strength of Many – Serve as One: We operate as one team with a shared mission.
• Integrity & Transparency: We lead with honesty and accountability.
• Drive Innovation: We continuously improve and seek smarter solutions.
• Value Growth: We foster a supportive, inclusive environment for learning.
• Own It: We take responsibility for outcomes and deliver excellence.

Position Summary

As an End User Support Technician, you serve as a frontline technical resource delivering reliable, high-quality IT support to clients’ daily operations. This role goes beyond ticket resolution—you are responsible for creating a consistent, professional support experience that builds trust and keeps clients productive.

You will troubleshoot and resolve a wide range of technical issues across end-user devices, Microsoft 365, networking, and business applications, including exposure to AEC-specific tools. The ideal candidate is resourceful, customer-focused, and accountable, with the ability to manage multiple priorities while maintaining excellent communication and follow-through.

Key Responsibilities

Deliver Reliable Support

• 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

Support Client Environments (Including AEC)

• Assist with troubleshooting design and CADD applications (AutoCAD, Revit, Civil 3D, MicroStation, etc.)
• Support clients in engineering and professional services environments
• Understand how technology impacts project delivery and user productivity

Communicate & Document

• Respond to service requests via phone, email, and ticketing system (Autotask)
• Maintain accurate, detailed documentation of issues, resolutions, and system configurations
• Communicate technical issues clearly to non-technical users
• Contribute to and maintain internal knowledge base resources

Collaborate & Escalate

• Escalate complex issues appropriately while maintaining ownership
• Coordinate with internal teams, vendors, and third-party providers
• Identify recurring issues and communicate trends or risks to leadership

Own Your Work & Service Delivery

• Meet or exceed SLA targets with strong follow-through and accountability
• Deliver high-quality customer service with professionalism and empathy
• Adhere to company standards for documentation, security, and change management
• Participate in onboarding/offboarding activities (device setup, user provisioning)
• Travel to client locations in the Houston area as needed
• Support occasional after-hours or project-based work

What Success Looks Like

• Consistently resolving tickets efficiently with high accuracy and quality
• Strong client satisfaction driven by clear communication and reliable support
• Well-maintained documentation and knowledge sharing
• No missed SLAs due to lack of follow-through or communication
• Positive contributions to team collaboration and continuous improvement

Qualifications

Required

• 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

Preferred

• Experience in a Managed Services Provider (MSP) environment
• Experience supporting AEC or professional services firms
• Familiarity with AutoCAD, Revit, Civil 3D, or similar design tools
• Certifications such as CompTIA A+, Network+, or Microsoft
• Experience with PSA/RMM tools (ConnectWise, Datto, IT Glue, etc.)
• Exposure to automation, scripting, PowerShell, or AI tools (Copilot, etc.)

WHY THIS ROLE MATTERS

Our clients rely on us to keep their teams running—and you are the front line of that commitment.

In this role, you directly impact the daily operations of multiple organizations, helping engineers, designers, and business professionals stay productive and focused on their work. Your ability to deliver fast, reliable, and consistent support is critical to building long-term client trust and delivering on our promise to elevate the technology experience.

5 Factor Technology provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.