Frontline IT Support Technician

5 Factor Technology; Town of Texas (WI); On-site; USD 42,000 - 62,000; Full time

Job summary

5 Factor Technology is seeking an entry-level End User Support Technician to join our Texas team. You will deliver reliable IT support to keep clients productive, troubleshooting devices, Microsoft 365, networking, and common business apps while maintaining a professional, client-focused experience.

The ideal candidate is resourceful, customer-focused, and able to manage multiple tickets with clear communication.

Qualifications

• 1–2 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.
• Experience in an MSP environment (preferred).
• Experience supporting AEC or professional services firms (preferred).
• Familiarity with AutoCAD, Revit, Civil 3D, or similar design tools (preferred).
• Certifications such as CompTIA A+, Network+, or Microsoft (preferred).
• Experience with PSA/RMM tools (ConnectWise, Datto, IT Glue, etc.) (preferred).
• Exposure to automation, scripting, PowerShell, or AI tools (Copilot, etc.) (preferred).

Responsibilities

• Deliver reliable end-user support across clients' environments.
• Troubleshoot desktops, laptops, printers, Microsoft 365, networking, and business applications.
• Document issues and resolutions in the knowledge base.
• Escalate complex issues per process.
• Assist with onboarding/offboarding and client-site visits.
• Coordinate with internal teams, vendors, and third-party providers.
• Meet or exceed SLA targets with strong follow-through and accountability.
• Provide high-quality customer service with professionalism and empathy.

Skills

Troubleshooting

Communication

Multitasking

Customer service

Attention to detail

Windows OS

Microsoft 365

Tools

Autotask

Kaseya

ConnectWise

Datto

IT Glue

Job description

5 Factor Technology is seeking an entry-level End User Support Technician to join our Texas team. You will deliver reliable IT support to keep clients productive, troubleshooting devices, Microsoft 365, networking, and common business apps while maintaining a professional, client-focused experience.

The ideal candidate is resourceful, customer-focused, and able to manage multiple tickets with clear communication.