IT Support Technician Tier 1

Industrial Refrigeration Pros • Mansfield, TX

1d • $25 - $30 • Hybrid

About The Position

IR Pros is seeking a Tier 1 Support Technician to serve as the first point of contact for employees who need technology assistance. This is a hybrid role based in the Mansfield, Texas office, with approximately 80% of the time in the office and 20% remote. The technician will resolve support tickets, prepare and ship devices, and help maintain the organization’s Microsoft 365 environment. The position calls for a patient, organized communicator who can explain technical issues clearly to people with varying levels of technical experience.

IR Pros is a growing industrial refrigeration services platform with operating companies across the United States and Canada. Its IT team helps employees across those companies stay connected and equipped with the devices, accounts, and support needed to work safely and efficiently. The company values employees who take pride in their work, support teammates, provide excellent service, and want to continue developing their skills.

Requirements

• 1 to 2 years of experience in IT support, help desk, or a similar end-user support role, or equivalent education and certifications.
• Working knowledge of Windows, macOS, and iOS or Android devices.
• Familiarity with Microsoft 365 administration, including Exchange Online, Teams, and Microsoft Entra ID (formerly Azure Active Directory).
• Strong troubleshooting skills, with the ability to work through problems methodically and document findings.
• Excellent verbal and written communication skills.
• Ability to manage multiple tickets and priorities in a fast-paced environment.
• Valid driver's license and ability to travel occasionally, if required.

Nice To Haves

• Experience with Microsoft Intune, Windows Autopilot, or other endpoint management tools.
• Experience with a ticketing system such as ServiceNow, Freshservice, or Jira Service Management.
• Experience with asset management or inventory tracking.
• Certifications such as CompTIA A+, Microsoft 365 Certified: Fundamentals (MS-900), or Microsoft 365 Certified: Endpoint Administrator Associate (MD-102).
• Home lab, self-hosted, or personal technology projects, such as running servers, networking gear, or home automation, or experience building and repairing PCs.
• Gaming or enthusiast experience, such as building custom PCs, tuning hardware and drivers, or helping friends and family with technology issues.
• Familiarity with AI-assisted tools for troubleshooting or documentation, used with appropriate verification.
• Experience in a multi-site or multi-company environment.

Responsibilities

• Respond to and troubleshoot end-user support tickets involving hardware, software, network connectivity, and account issues; escalate issues to senior staff when needed.
• Create and run test tickets and workflows to check system changes, new configurations, and onboarding processes before rollout.
• Provision laptops, desktops, and mobile phones, including imaging, enrollment, and configuration in Microsoft Intune and Microsoft 365.
• Set up user accounts and Microsoft 365 licensing, including access to Exchange Online, Teams, OneDrive, and SharePoint.
• Package, ship, and track phones and computers sent to employees and field locations; maintain accurate serial number and asset assignment records.
• Receive, inspect, and stage returned equipment, and prepare devices for reassignment or retirement.
• Maintain device inventory and asset records so equipment status remains accurate.
• Assist with password resets, multi-factor authentication enrollment, and passkey setup in accordance with security policies.
• Document solutions and common fixes in the knowledge base to help resolve more issues on first contact.
• Participate in onboarding and offboarding, including account deprovisioning and device recovery.
• Support IT projects, rollouts, and acquisition integrations as assigned.
• Follow IT security policies and help users identify and report phishing and other suspicious activity.
• Perform shipping and receiving tasks, including handling packages and using standard shipping software and carriers.
• Make occasional on-site visits to operating company locations.

Benefits

• Medical, dental, and vision insurance, plus supplemental plans.
• 401(k) retirement plan, with eligibility within 90 days and a company match of up to 4%.
• Company-paid life and accidental death and dismemberment (AD&D) insurance, and long-term disability.
• Paid holidays and PTO.
• Competitive compensation.
• Career advancement paths.
• Employee referral bonus.
• Boot program: $150 voucher after 90 days of employment, with replacement boots every two years.
• Vehicle loyalty program: qualified employees can receive a truck equivalent to a 5-year-old F-150 or $10,000 after 5 years of employment.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed