Travel Support Analyst

IronEdge Group, LTD; Santa Fe (NM); Remote; USD 40,000 - 65,000; Full time

Benefits offered by this job

Medical and Life Insurance share

Short-Term and Long-Term Disability

Flexible Spending Account and Health-S

Flexible Time Off plus Holidays

Job summary

IronEdge Group, LTD is seeking an IT Support Technician to deliver front-line technical help to end users, troubleshoot servers and networks, and resolve software and peripheral issues. The role requires careful ticketing, remote collaboration, and a customer-first approach.

This remote position welcomes applicants in TX, NM, AZ, CO or KS, and emphasizes strong communication, problem-solving, and the ability to work independently or with teams to maintain high service quality.

Qualifications

• 1+ year of experience in a Tier 1 IT support role
• Experience with ticketing systems
• Strong communication and customer service skills
• Background in MSP environment
• Certifications from CompTIA or Microsoft are a plus

Responsibilities

• Provide front-line technical support to end users.
• Troubleshoot servers and network systems.
• Resolve software and peripheral issues.
• Dispatch to client sites as needed.
• Collaborate with team to complete tickets to company standards

Job description

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

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. 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.

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


• 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. 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.


• Managed Services Provider (MSP) experience


• Background in the customer service industry


• Applicable certifications from CompTIA, Microsoft

IronEdge is the premier IT solutions provider for small-to-medium sized businesses. We love what we do, and our team loves working together to eliminate the frustration companies face with technology. As a service-centric company with a culture that always puts people first, IronEdge is dedicated to providing a fun, fulfilling and inclusive environment where teammates can excel in their specialized roles. Our company's core values are built upon the strong foundation of teamwork, continuous learning, integrity, courage and ownership, guiding everything we do at IronEdge. 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.

• IEG pays a portion of employee premiums for Medical, Dental, and Life Insurance


• Short-Term and Long-Term Disability Insurance


• Flexible Spending Account and Health Savings Account


• Flexible Time Off plus Holidays