IT Support Technician

IronEdge Group, LTD; Houston (TX); Remote; USD 39,000 - 45,000; Full time

Benefits offered by this job

Medical, Dental, and Life Insurance

Vision Insurance

AD&D Insurance

Disability Insurance

FSAs/HSA

Flexible Time Off

401k Matching

Job summary

IronEdge Group, LTD is seeking an IT Support Technician to provide front-line technical support to end users, troubleshoot servers and networks, and dispatch to client sites as needed. The role emphasizes strong customer service, problem solving, and documentation.

The position allows remote work for applicants in TX, NM, AZ, CO or KS, with background checks required for security-sensitive access. Training and collaboration with senior staff are expected as you grow technical skills.

Qualifications

• 1+ year of experience in a Tier 1 IT support role.
• Experience creating and using written technical documentation.
• Ability to solve problems with an emphasis on long-term stability.
• Experience with ticketing and remote access systems.
• Strong communication with teammates via Microsoft Teams.

Responsibilities

• Provide front-line IT support to end users and troubleshoot issues.
• Troubleshoot servers and network systems; escalate complex cases to senior staff.
• Dispatch to client sites as needed and train users or new team members when required.
• Maintain professional communication with users at all levels, including executives.
• Complete tickets to company standards with independent and collaborative problem solving.

Skills

Customer service

Troubleshooting

Communication

Ticketing systems

Remote access

MS Teams

Tools

MS Teams

Remote access tools

Ticketing software

Job description

IT SupportTechnician

(This is a remote position open to applicants residing in TX, NM, AZ, CO or KS)

Job Description

Support Technicians provide front-line technical support to end users, troubleshoot servers and network systems, resolve software and peripheral issues, and dispatch to client sites as needed. They elevate complex issues to senior staff, communicate professionally with users at all levels, including executive contacts, and may occasionally train end users or new team members.

This role requires strong customer service, decision-making, troubleshooting, multitasking, planning, and attention to detail. Support Technicians to work independently and collaboratively to solve problems, complete tickets to company standards, and continually build new technical skills.

Requirements

• Minimum of 1 year experience in a Tier 1 IT support role


• Experience with creation and utilization of written technical documentation


• Serve as an advanced problem solver with creative solutions and a focus on long-term stability


• Experience in ticketing and remote access systems


• Communicating effectively with co-workers cross functionally via Microsoft Teams


• Provide friendly and positive support for clients over the phone and in-person that exudes personal touch and professionalism

• All positions require the successful completion of a criminal background check, and further background checks if the position involves access to sensitive information or secure facilities.


• Applicants for this position must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility. Due to CJIS requirements related to system access, the following will result in being disqualified for this position: Felony Convictions, Felony Deferred Adjudication, Class A & B Misdemeanor Deferred Adjudication, Class B Misdemeanor Convictions, and Open Arrest for any Criminal Offense, and Family Violence Convictions.

Not required, but these skills/competencies are a plus:

• Managed Services Provider (MSP) experience


• Background in the customer service industry


• Applicable certifications from CompTIA, Microsoft

Get to the EDGE, where Everyone Deserves Great Experiences!

IronEdgeis the premier IT solutions provider for small-to-medium sized businesses. We love what we do, and our team loves working together toeliminatethe frustration companiesface withtechnology.As a service-centric company with a culture that always puts people first,IronEdgeis dedicated to providinga fun, fulfilling and inclusive environment where teammates can excel in their specialized roles. Our company’s core values are built upon thestrong foundationof teamwork, continuous learning, integrity,courageand ownership, guiding everything we do atIronEdge. Witha great teamcomes great achievements andwe’reproud to share thatIronEdgehas been recognized as a Great Place to Work® Certified™ company. Our award-winning team is honored to be recognized among the tech industry’s leading MSPs and named to esteemed lists such as the CRN MSP 500 and Channel Futures MSP 501 year after year.

Benefits

• IEG pays aportionof employee premiums for Medical, Dental, and Life Insurance


• Vision Insurance


• AD&D Insurance


• Short-Term and Long-Term Disability Insurance


• Flexible Spending Account and Health Savings Account


• Flexible Time Off plus Holidays


• Matching 401k


• At IEG, everyone deserves great experiences!

Salary Range

$39,000 to $44,999(Nonexempt)