IT Support Technician

About Us We are a boutique, high-touch Managed Service Provider (MSP) based in DFW. We pride ourselves on being the trusted, local face of IT for our clients. We do not outsource our client support; we believe in building real relationships and delivering technical excellence.

The Opportunity We are looking for a skilled Tier 2 Technician who can hit the ground running. You will skip the basics and jump straight into managing escalated tickets, complex projects, and high-level client interactions. Because we need you to start resolving tickets and taking client calls within your first 1–2 weeks, prior proficiency with our specific tool stack (HaloPSA and NinjaRMM) will fast track your application.

What You'll Do (Responsibilities)

Own Escalations: Serve as the final escalation point for Tier 1 tickets. Troubleshoot and resolve complex hardware, software, and network issues that require deep technical analysis.

Network & System Administration: Configure and troubleshoot VLANs, Firewalls, VPNs, DNS/DHCP, and switches. Manage resource, SaaS, network health, and backups.

RMM Management: Utilize NinjaRMM to monitor endpoints, deploy scripts, manage patch policies, and remediate alerts proactively before they impact the client.

Ticket Lifecycle Management: Maintain precise documentation and time entries in HaloPSA, ensuring SLAs are met and communication remains clear.

Mentorship: Act as a technical resource for Junior Technicians, helping them learn and grow while ensuring the team's documentation is precise and helpful.

Project Work: Assist with server migrations, network overhauls, security audits, and Microsoft 365 tenant migrations, and other overhauls and migrations.

What You Need (Requirements)

Experience: 3–5 years of experience specifically in a Managed Services Provider (MSP) environment.

Tool Proficiency: Hands-on experience with HaloPSA and NinjaRMM is highly preferred to ensure a rapid onboarding process.

Technical Stack:

Advanced troubleshooting of Windows 11 user logical and hardware environments.

Deep understanding of Microsoft 365 (Entra ID/Azure AD, Intune, SharePoint).

Strong networking fundamentals (TCP/IP, Subnetting, Routing, Firewalls).

Certifications: CompTIA Network+ or Security+ are favored; Microsoft 365 certifications are a plus.

Your First 90 Days

Days 1–14: Rapid familiarization with our specific HaloPSA workflows and NinjaRMM policies. You will begin taking calls and resolving tickets by Week 2.

Days 15–60: Achieve a First Contact Resolution (FCR) rate >60% on escalated tickets and demonstrate full autonomy in troubleshooting.

Days 61–90: Begin mentoring Tier 1 staff and taking ownership of smaller projects.

Pay: $40, $57,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Health insurance
• Paid time off

Education:

• High school or equivalent (Required)

Language:

• English (Required)

Ability to Commute:

• Arlington, TX Required)

Work Location: In person