IT Support Technician

IronEdge Group • Houston, TX

16h • Remote

About The Position

IT Support Technicians provide front-line technical support to end users. They troubleshoot servers and network systems, resolve software and peripheral issues, and dispatch to client sites as needed. Technicians escalate 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.

The role calls for strong customer service, decision-making, troubleshooting, multitasking, planning, and attention to detail. Technicians work independently and collaboratively to solve problems, complete tickets to company standards, and continually build technical skills. This is a remote position open to applicants residing in Texas, New Mexico, Arizona, Colorado, or Kansas. Applicants must pass a Criminal Justice Information Systems (CJIS) fingerprint-based background check and maintain CJIS eligibility.

Requirements

• At least 1 year of experience in a Tier 1 IT support role.
• Experience creating and using written technical documentation.
• Ability to serve as an advanced problem solver, develop creative solutions, and focus on long-term stability.
• Experience with ticketing and remote access systems.
• Ability to communicate effectively with cross-functional coworkers via Microsoft Teams.
• Ability to provide friendly and positive client support over the phone and in person with professionalism and a personal touch.
• Successful completion of a CJIS fingerprint-based background check and maintenance of CJIS eligibility.
• The posting states that the following disqualify applicants from this position: felony convictions, felony deferred adjudication, Class A and B misdemeanor deferred adjudication, Class B misdemeanor convictions, open arrest for any criminal offense, and family violence convictions.

Nice To Haves

• Managed Services Provider (MSP) experience.
• Background in the customer service industry.
• Applicable CompTIA or Microsoft certifications.

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.
• Escalate complex issues to senior staff.
• Communicate professionally with users at all levels, including executive contacts.
• Occasionally train end users or new team members.
• Work independently and collaboratively to solve problems.
• Complete tickets to company standards.
• Continually build new technical skills.
• Provide friendly, positive, and professional support to clients by phone and in person.

Benefits

• Employer pays a portion of 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 401(k).

What This Job Offers

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