Inside Support IT Technician

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

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

The short version

We are looking for someone at the start of a real IT career who already has a foundation under them. Prior help desk experience or technical aptitude you can demonstrate is the entry point here, not a preference. From there, we will teach you our clients, our systems, and our standards. What we cannot teach is caring about the person on the other end of the phone, so bring that with you.

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 and eastern New Mexico. Our clients operate in regulated industries, which means the work we do carries real consequences and 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 promote from within. Our senior technicians and administrators came up through this seat. This is where the career starts, not where it stalls.

What you will actually do

• 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 that the next person is not starting over
• Resolve common issues remotely: password and MFA resets, account lockouts, Outlook and mailbox problems, printing, peripherals, workstation performance, and software installation
• Support Microsoft 365 at the user level: Outlook, Teams, SharePoint, OneDrive
• Assist clients using Microsoft 365 Copilot and other AI platforms with access, licensing, and usage questions
• Image, configure, and deploy workstations and mobile devices
• Follow our documented playbooks, and escalate to Level 2 when you reach the edge of them
• Assist senior technicians onsite at client locations as scheduled

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

Own the ticket until it is closed. Escalating is not a failure. Escalating without having done the work is. When you hand something up, hand it up with what you tried, what you saw, and what you ruled out.

What you need

• One year of technical support experience, or demonstrable hands-on aptitude you can show us
• Solid Windows fundamentals and genuine comfort troubleshooting a computer that is misbehaving
• The ability to explain a technical problem to a non-technical person without condescension
• 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
• Willingness to be coached, follow documented process, and ask before improvising
• Professional appearance and conduct. You will interact with law offices, medical practices, banks, and county government
• 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
• Availability for an on‑call rotation and occasional after‑hours work

What helps you stand out

• CompTIA A+, or coursework toward it
• Customer-facing work in retail, food service, or hospitality. If you have kept your composure with a difficult customer, that experience counts here
• A home lab, personal projects, or anything you have broken and repaired on your own time
• Familiarity with Microsoft 365 or Active Directory
• Familiarity with AI assistants and how people actually use them

What we offer

• Health, dental, and vision coverage and life insurance
• Paid time off and paid holidays
• A structured Level 1 training program with defined competency milestones and a 90-day roadmap. You will know what you are expected to learn and when
• A clear path to Level 2 for technicians who earn it
• Exam reimbursement for approved certifications upon successful completion
• A small team where your work is visible, your judgment is trusted, and you have a real say in how we do things

Andrews & Associates IT Solutions, LLC is an equal opportunity employer.