Field Support IT Technician (Onsite)

Andrewsama; Amarillo (TX); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Health, dental, vision

PTO & holidays

Company vehicle

Certification reimbursement

Small team

Job summary

Andrews & Associates is seeking an experienced IT technician to join our Amarillo team. You will own and resolve client issues onsite, traveling to client sites across the Amarillo region to deploy and support Windows workstations, servers, and Microsoft 365 environments.

You will troubleshoot end-user sign-in and MFA problems, manage backups, and assist with security incidents. We value a first-time fix mindset, strong empathy, and professional conduct in client environments.

Qualifications

• Three or more years of hands-on IT support experience at Level 2 or above.
• Experience with Windows 10/11, Windows Server, and Active Directory.
• Working knowledge of Microsoft 365 from the support side.
• Practical networking ability to trace problems end-to-end.
• Ability to work independently at a client site.

Responsibilities

• Serve as the onsite escalation point for issues unresolved by Level 1.
• Travel to client sites across Amarillo for projects and deployments.
• Troubleshoot and repair Windows workstations, servers, printers, and peripherals.
• Resolve Microsoft 365 and Entra ID issues at the user level; manage sign-in and MFA failures.
• Support clients using Microsoft 365 Copilot and AI platforms; handle licensing questions.
• Diagnose network faults across switches, VLANs, firewalls, and wireless.
• Verify backups, investigate failures, and perform restores.
• Respond to endpoint security alerts and follow incident procedures.
• Document work in PSA for smooth handoffs.
• Explain technical problems to non-technical people clearly.

Skills

IT support

Windows 10/11

Windows Server

Active Directory

Microsoft 365

Networking

Independent at client site

Tools

ConnectWise

SonicWall

Huntress

Cambium

Job description

Compensation is set based on education, experience, and certifications.

The short version

We need an experienced technician who can walk into a client’s office, take ownership of the problem in front of them, and leave with it solved. Not a ticket-closer. A fixer.

Who we are

Andrews & Associates is a managed services provider in Amarillo supporting law firms, medical practices, banks and insurance agencies, county and municipal government, and agriculture and energy operations across the Texas Panhandle. Our clients operate in regulated industries, which means the work we do carries real consequences and is subject to real standards. We take that seriously, and we expect the people we hire to do the same.

We are a relationship-first, customer service-centered organization. Our clients are not accounts, and they are not ticket volume. They are people running businesses that depend on the systems we maintain, and they deserve nothing less than our best effort and the full leverage of our talent applied to their problems and their goals. Care and empathy for the client are not soft skills here. They are the job.

We are not a break-fix shop. We design, deploy, secure, and maintain the environments our clients run their businesses on.

We promote from within. Our administrators came up through this seat. Do this work well, earn the trust that comes with it, and the path into infrastructure and our more specialized work is open.

What you will actually do

• Serve as the onsite escalation point for issues our Level 1 team cannot resolve remotely
• Travel to client sites across Amarillo and the surrounding region for scheduled projects, deployments, and emergency response
• Troubleshoot and repair Windows workstations, servers, printers, and peripherals in live business environments
• Resolve Microsoft 365 and Entra ID issues at the user level: sign-in and MFA failures, mailbox and mail flow problems, SharePoint and Teams access, and Intune enrollment and device compliance errors. Execute routine user and license changes as assigned
• Support clients using Microsoft 365 Copilot and other AI platforms and models: access and licensing problems, usage questions, and knowing when something touches data governance and needs to go up the chain
• Work through Windows Server, Active Directory, DNS, DHCP, and file and print failures: authentication problems, name resolution, permissions, mapped drives, and print queues
• Diagnose network faults across managed switches, VLANs, firewalls, and wireless. Determine whether the problem is the endpoint, the cable, the switch port, the firewall, or the carrier
• Verify backup jobs, investigate failures, and run restores when a client needs data back
• Respond to endpoint security alerts and follow our incident procedures
• Escalate to our network administrators when a fix requires infrastructure changes, and hand off with enough detail that they are not starting over
• Document everything you touch in our PSA so the next technician inherits your work instead of repeating it
• Explain technical problems to non-technical people without condescension

Our doctrine is simple: fix the customer, then fix the problem. If a client is frustrated, that gets addressed before the keyboard does.

We also fix things once. Solution durability is a standard here, not a preference. Diagnose the root cause, plan the work before you get in the truck, bring what the job will need, and think about what this environment looks like six months from now. Test before you leave. Confirm the fix with the person who reported it and verify you did not break something adjacent on the way out. A second trip for the same problem is downtime the client pays for and trust we pay for.

What you need

• Three or more years of hands-on IT support experience, with meaningful time at Level 2 or above
• Demonstrated skill with Windows 10 and 11, Windows Server, and Active Directory
• Working knowledge of Microsoft 365 from the support side. You can move around the admin center well enough to diagnose a user’s problem without being walked through it
• Practical networking ability. You can trace a problem from the workstation to the switch to the firewall without guessing
• Comfort working independently at a client site with no one looking over your shoulder
• A first-time-fix mindset. You would rather spend twenty minutes finding root cause than make the drive twice
• Genuine care for the people you are helping. Empathy is a requirement of this role, not a bonus. A client who is stressed, embarrassed, or worried about the cost needs a technician who steadies them before touching the machine
• Professional appearance and conduct in client environments. You will be in law offices, exam rooms, bank branches, and county buildings, which calls for business casual attire, respectful communication, discretion around confidential information, and the awareness to keep a low profile in someone else’s active workplace
• A valid Texas driver’s license, an acceptable driving record, and reliable transportation
• Must pass a criminal background check, including fingerprinting. Approval under the FBI CJIS Security Policy is a prerequisite for an offer. If you cannot be cleared, we cannot hire you, regardless of technical ability
• Ability to lift 50 pounds and work in server rooms, ceiling spaces, and other cramped or non-ergonomic areas
• Availability for an on-call rotation and occasional after-hours or weekend project work

What helps you stand out

• Prior MSP experience, especially in a multi-client environment
• CompTIA Network+ or Security+, or Microsoft certifications such as MD-102 or MS-102
• Experience with ConnectWise, SonicWall, Huntress, Cambium, or comparable platforms
• Structured cabling, low voltage, or VoIP deployment experience
• Familiarity with HIPAA, GLBA, CJIS, or similar compliance frameworks
• Working knowledge of current AI platforms, particularly Microsoft 365 Copilot and the data governance questions that come with it

What we offer

• Health, dental, and vision coverage
• Paid time off and paid holidays
• Company vehicles provided for field work
• Exam reimbursement for approved certifications upon successful completion
• A small team where your work is visible, and your judgment is trusted
• No commute to Dallas, no cubicle farm, and a real say in how we do things