IT Support Technician – MSP Help Desk

SolutionOne; Allen (TX); On-site; USD 45,000 - 55,000; Full time

Job summary

SolutionOne is seeking an IT Support Technician for hands-on, customer-facing help desk work in the DFW area. You’ll troubleshoot Windows 10/11, support Microsoft 365, and assist with user accounts, printers, and networking for small to mid-sized businesses.

This role is not a senior engineering position; ideal candidates have 2+ years of IT support, strong troubleshooting, clear communication, and a drive to learn. Compensation ranges $45,000-$55,000 with benefits and growth potential.

Qualifications

• 2+ years hands-on IT support experience.
• Strong troubleshooting and problem-solving ability.
• Experience supporting Windows computers and Microsoft 365.
• Basic understanding of computer networking.
• Experience working directly with end users or customers.
• Clear, professional verbal and written communication.
• Initiative - you try to solve problems instead of immediately passing them along.
• Dependability and good follow-through.
• Willingness to ask questions, learn, and improve.
• Ability to work in our DFW-area office.
• Valid driver's license and reliable transportation.

Responsibilities

• Troubleshoot Windows 10/11 computers and common software issues.
• Support Microsoft 365, Outlook, user accounts, passwords, and permissions.
• Help users with printers, applications, peripherals, and connectivity issues.
• Troubleshoot basic Wi-Fi, VPN, DNS, DHCP, and network problems.
• Configure and deploy computers for new employees.
• Provide support by phone, remote session, and occasionally onsite.
• Document your troubleshooting and resolutions in our ticketing system.
• Take ownership of support requests through resolution or appropriate escalation.
• Learn new technologies and continuously improve your technical skills.

Skills

Hands-on IT support

Troubleshooting

Windows & Microsoft 365

Networking basics

End user support

Communication skills

Initiative

Dependability

Willingness to learn

DFW-area office

Driver's license

Tools

Active Directory / Entra ID

RMM tools

Ticketing systems

Intune

Networking equipment

Cybersecurity tools

IT certifications

Job description

Company Description

We are a growing Managed IT Services Provider (MSP/MSSP) committed to providing exceptional technology support to our clients. We’re looking for an IT Support Technician who enjoys solving problems, helping people, and taking ownership of their work.

To succeed on our team, you need more than technical ability. We value people who are relationship-oriented, innovative, dependable, act with integrity, and serve wholeheartedly. If you have hands-on IT support experience, strong troubleshooting skills, and a genuine desire to help customers and continue growing professionally, we’d like to talk to you.

Job Description

We’re looking for an IT Support Technician who enjoys solving problems and helping people.

This is a hands-on, customer-facing help desk position with a Managed IT Services Provider (MSP). You’ll work directly with small and mid-sized businesses to troubleshoot everyday technology problems involving Windows computers, Microsoft 365, user accounts, applications, printers, networking, and other business technology.

This is not a senior engineering or network administrator position. It’s a great fit for someone with a couple of years of IT support experience who has strong troubleshooting instincts, communicates well with customers, takes initiative, and wants to keep developing their technical skills.

What You'll Do

• Troubleshoot Windows 10/11 computers and common software issues

• Support Microsoft 365, Outlook, user accounts, passwords, and permissions

• Help users with printers, applications, peripherals, and connectivity issues

• Troubleshoot basic Wi-Fi, VPN, DNS, DHCP, and network problems

• Configure and deploy computers for new employees

• Provide support by phone, remote session, and occasionally onsite

• Document your troubleshooting and resolutions in our ticketing system

• Take ownership of support requests through resolution or appropriate escalation

• Learn new technologies and continuously improve your technical skills

Qualifications

What We're Looking For

• Around 2+ years of hands-on IT support experience

• Strong troubleshooting and problem-solving ability

• Experience supporting Windows computers and Microsoft 365

• Basic understanding of computer networking

• Experience working directly with end users or customers

• Clear, professional verbal and written communication

• Initiative - you try to solve problems instead of immediately passing them along

• Dependability and good follow-through

• Willingness to ask questions, learn, and improve

• Ability to work in our DFW-area office

• Valid driver's license and reliable transportation

MSP Experience Is a Plus

Previous MSP experience is highly valued because supporting multiple businesses is different from working in a single corporate IT environment.

However, MSP experience is not required. If you have broad IT support experience, enjoy troubleshooting, work well with customers, and can learn quickly, we want to hear from you.

Experience with Active Directory or Entra ID, RMM tools, ticketing systems, Intune, networking equipment, cybersecurity tools, or IT certifications is helpful but not required.

Who Will Do Well Here

You'll probably enjoy this job if:

• You like figuring out why something isn't working

• You enjoy helping people who may not be technical

• You take ownership instead of waiting for someone to tell you every next step

• You're comfortable researching an unfamiliar problem

• You communicate when you're stuck rather than going silent

• You want to become a better IT professional and expand what you can handle

We don't expect you to know everything on day one. We do expect you to think, troubleshoot, communicate, take responsibility, and keep learning.

Additional information

Compensation: $45,000-$55,000, based on experience and demonstrated technical ability.