Tier 1 I.T. Technician

Trusted Cyber; Town of Texas (WI); Hybrid; USD 28,000 - 39,000; Full time

Job summary

Trusted Cyber is a Dallas-based MSP delivering secure IT environments. We are seeking a hands-on Tier 1 IT Technician who will be the first point of contact for client support, troubleshooting, and ticket management from day one.

The role covers onboarding/offboarding, device management, and end-user support. This position supports a hybrid work model and offers real responsibilities with growth potential within an MSP setting.

Qualifications

• Pursuing or holding IT/CS degree or relevant certification.
• Experience with Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive).
• Excellent written and verbal communication with clients.
• Ability to manage multiple tasks and prioritize under pressure.
• Reliable, punctual, and self-motivated.

Responsibilities

• Respond to Tier 1 tickets via phone, email, and ticketing system.
• Troubleshoot Windows 11, MS 365, Outlook, Teams, and business apps.
• Set up new user accounts in Microsoft 365 and Entra ID; configure MFA and security.
• Image, configure, and deploy workstations; apply updates and verify health.
• Log activities and maintain client environment documentation.

Skills

Windows 10/11

Microsoft 365

Strong communication

Prioritization

Reliability

Education

IT/CS degree or certification

CompTIA A+

CompTIA Network+

Tools

RMM tools

Active Directory

Microsoft Entra ID

Microsoft Admin Center

Egnyte

SharePoint

Box

Job description

Job Description

Job Description

Position Type

Contract to Permanent

Department

I.T. Support & Operations

Location

Dallas / Plano, TX (Hybrid)

Reports To

Lead Technician

Compensation

Hourly – Commensurate with Experience

Start Date

Rolling / Immediate Availability

About Trusted Cyber

Trusted Cyber is a Dallas-based Managed I.T. Services provider with 60+ years of combined experience delivering customized, secure technology environments for professional services firms. We are a technology company built around a simple belief: I.T. should just work — and when it doesn't, someone who actually cares should fix it fast.

We're growing and looking for motivated technicians — whether you're a student looking for hands‑on experience or a contractor wanting consistent, meaningful work — to join our support team and grow with us.

Role Overview

As a Tier 1 I.T. Technician, you will be the first point of contact for client support requests. You'll troubleshoot hardware and software issues, manage tickets, assist with onboarding/offboarding, and support our team in delivering a consistently excellent experience to our clients. This is a hands‑on role with real responsibility from day one — not a coffee-fetching internship.

Key Responsibilities

Helpdesk & End-User Support

• Respond to and resolve Tier 1 support tickets via phone, email, and ticketing system
• Troubleshoot Windows 11, Microsoft 365, Outlook, Teams, and line-of-business application issues
• Assist with printer, peripheral, and basic network connectivity issues
• Escalate unresolved issues to Tier 2/3 technicians with clear documentation

Onboarding & Offboarding

• Set up new user accounts in Microsoft 365, Entra ID (Azure AD)
• Configure email, MFA, and security policies for new users
• Deactivate and offboard departing users — revoke access, archive data, document actions

Device & Endpoint Management

• Image, configure, and deploy workstations and laptops
• Install and configure endpoint protection and verify agent health
• Apply Windows updates and patches via RMM
• Perform basic hardware diagnostics using S.M.A.R.T. tools and vendor utilities

Documentation & Ticketing

• Log all support activities accurately and promptly in the ticketing system
• Maintain and update client environment documentation
• Follow defined SOPs and contribute improvements when identified

Qualifications

Required

• Pursuing or holding a degree/certification in I.T., Computer Science, or related field (CompTIA A+, Network+, or equivalent a plus)
• Working knowledge of Windows 10/11 and Microsoft 365 (Outlook, Teams, SharePoint, OneDrive)
• Strong written and verbal communication skills — you'll be talking to real clients
• Ability to manage multiple tasks and prioritize under pressure
• Reliable, punctual, and self‑motivated — we trust our team to execute

Preferred

• Hands‑on experience with RMM tools
• Familiarity with Active Directory / Microsoft Admin Center / Microsoft Entra ID user management
• Exposure to cloud file systems (Egnyte, SharePoint, Box & others)
• Experience in an MSP or help desk environment
• Basic understanding of networking (DNS, DHCP, TCP/IP, VPN)

What You’ll Get

• Real‑world MSP experience supporting professional services clients in a fast‑paced environment
• Mentorship from senior technicians and direct access to leadership
• Exposure to enterprise tools: Microsoft 365, DNS Management and more
• Flexible scheduling — built for students and contractors
• A team that takes ownership, works hard, and has each other's backs
• Pathway to full‑time employment for high‑performing interns and contractors