Systems Technician

Integris•Houston, TX

3d•Hybrid

About The Position

The Systems Technician is responsible for providing frontline technical support for single end-user level issues, including personal computer, printer, Microsoft 365, Windows application, mobile device, and basic connectivity matters. This role serves as the initial point of contact for client technical assistance and is responsible for managing inquiries received through phone, email, and the client portal. The Systems Technician provides exceptional customer service while troubleshooting and resolving support requests efficiently and effectively. This position may execute responsibilities from the service desk, the field, a client site, an Integris office, or a remote home office depending on business and client needs. This role is expected to build technical capability over time, follow documented processes, maintain accurate service ticket documentation, and escalate complex technical issues to Systems Administrators or Systems Engineers when appropriate. The Systems Technician contributes to a positive client experience and plays an important role in maintaining daily service delivery operations.

Requirements

1-3 years of experience in technical support, help desk, desktop support, call center technical support, field support, or related IT support roles.
Experience supporting Microsoft operating systems, Microsoft 365 applications, basic networking issues, and end-user technology.
Experience delivering customer-facing support with a strong focus on professionalism, communication, and service quality.
Administration and troubleshooting of Windows workstation environments.
Basic Microsoft 365 administration and end-user support.
Basic Active Directory and Microsoft Entra ID user administration.
Basic understanding of Azure cloud concepts and Microsoft cloud services.
Basic networking fundamentals including TCP/IP, DNS, DHCP, VPNs, wireless connectivity, and general connectivity troubleshooting.
Experience using ticketing systems and remote support tools, including ConnectWise or similar platforms.
Familiarity with endpoint management and remote monitoring tools, including Intune, ConnectWise Automate, or similar technologies.
Familiarity with firewall, wireless, and network support tools, including WatchGuard, Meraki, or similar technologies.
Working knowledge of hardware, printers, mobile devices, peripherals, and workstation deployment.
Working knowledge of cybersecurity best practices, user security awareness, data privacy, and appropriate handling of client information.
Working knowledge of AI-assisted productivity and support tools, including Microsoft Copilot, Chat GPT Enterprise, and other approved generative AI solutions.
Ability to leverage AI tools responsibly to improve troubleshooting efficiency, documentation quality, and customer support outcomes.

Nice To Haves

Associate degree in Computer Science, Information Technology, or related field preferred (or equivalent experience).
Entry-level certifications are preferred. Examples including but not limited to: CompTIA A+, Google IT Support Professional Certificate, Microsoft Fundamentals certifications, CompTIA Network+.
Experience working within a Managed Services Provider (MSP), consulting, or multi-client IT support environment is preferred.

Responsibilities

Work assigned tickets in order of SLA.
Serve as the first point of contact for client support requests received through phone, email, and client portal.
Answer inbound support calls, create service tickets, and ensure requests are properly documented, categorized, and prioritized.
Troubleshoot and resolve frontline technical issues efficiently and effectively to minimize disruption to customer operations.
Escalate advanced or unresolved technical issues to Systems Administrators or Systems Engineers following established escalation procedures.
Document all technical work comprehensively to facilitate accurate client billing and ongoing support.
Demonstrate excellent customer service skills with a focus on professionalism, responsiveness, and problem-solving.
Communicate clearly with clients regarding ticket status, troubleshooting steps, next steps, and resolution details.
Collaborate with Systems Administrators, Systems Engineers, and other technical team members to resolve client issues.
Participate in team meetings, training sessions, documentation efforts, and knowledge-sharing activities.
Follow up with clients and internal team members as needed to support timely issue resolution and a positive client experience.
Provide frontline technical support for end-user devices, Microsoft 365 applications, and common infrastructure issues, escalating complex issues as appropriate.
Support the configuration, maintenance, and troubleshooting of workstations, peripheral devices, and basic server, networking, and cloud technologies under established procedures.
Assist with Microsoft 365 user administration, including account provisioning, password resets, licensing, and basic support for Exchange Online, Teams, and SharePoint.
Troubleshoot common connectivity issues involving workstations, printers, wireless networks, VPN access, and basic network services, escalating advanced networking issues when necessary.
Support backup verification, endpoint management, documentation, ticketing, remote management, and monitoring tools as part of daily operational activities.
Collaborate with Systems Administrators, Systems Engineers, and other team members to resolve client issues while continuing to develop technical knowledge and skills.
Follow established IT service management processes and Standard Operating Procedures (SOPs) to deliver consistent, high-quality support.
Maintain accurate documentation of work performed and contribute to knowledge base articles and SOP updates as appropriate.
Demonstrate curiosity and commitment to continuous learning across Microsoft technologies, networking fundamentals, service delivery, and client support.
Participate in training, coaching, and certification pathways that support continued growth into advanced technical responsibilities.
Leverage approved AI solutions responsibly to accelerate learning, improve troubleshooting efficiency, enhance documentation quality, and support better customer outcomes.
Develop foundational technical knowledge that prepares the employee for potential progression into Systems Administrator responsibilities.