Job Description

Salary: $37,440 - 49,920 per year Requirements:

• ###
• 1–3 years of IT support experience, ideally in a Managed Service Provider (MSP) setting.
• Proficient in troubleshooting Windows 10/11 systems.
• Familiar with Microsoft 365 administration and user support.
• Basic understanding of networking principles (TCP/IP, DNS, DHCP, Wi-Fi).
• Experience utilizing RMM/PSA tools; ConnectWise knowledge is preferred.
• Strong skills in time management and accurate time entry are essential.
• Excellent communication, multitasking, and documentation skills.
• Customer-first mindset with a readiness to learn and escalate issues as necessary.
• High school diploma or equivalent required.
• ###

Responsibilities:

• Act as the main point of contact for client calls and email-submitted requests.
• Troubleshoot and resolve technical issues related to:
• - Windows desktops and laptops
• - Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive)
• - Printers and peripheral devices
• - Basic networking and connectivity problems
• Document all tasks comprehensively in IT Glue.
• Ensure accurate and timely entry of work hours before addressing the next ticket.
• Provide outstanding customer service while maintaining professionalism.
• Monitor NOC alerts and respond to RMM notifications.
• Investigate alert-related issues (e.g., disk space, offline devices, endpoint troubles).
• Escalate critical alerts (server, firewall, Azure/AVD, security) to the engineering team when necessary.
• Evaluate and prioritize overnight alerts and tickets daily, based on agreement type and severity.
• Collaborate with the engineering and automation teams to resolve intricate technical challenges.
• Escalate tickets with clear documentation, diagnostics, and supporting information.
• Update configuration items for accurate device tracking and reference connected tickets.
• Utilize ConnectWise Manage and RMM for all service desk and NOC-related tasks.
• Adhere to all F8 Tech standard operating procedures, including ticket workflows and documentation.
• Maintain device and configuration accuracy in ConnectWise and IT Glue.
• Use various tools like SentinelOne, DNSFilter, ProofPoint, and Acronis.
• Efficiently manage multiple tickets and priorities.
• ###

Technologies:

• Active Directory
• Azure
• Firewall
• Support
• Microsoft 365
• Network
• Security
• SharePoint
• TCP/IP
• Windows
• Office 365
• Cloud

More:

- Our office is located in Gatesville, Texas.
- Participation in the on-call rotation, which includes after-hours and weekend responsibilities as scheduled.
- Regular working hours are Monday to Friday.
- Occasional onsite support may be necessary, as determined by the Service Desk Manager.
- This position reports directly to the Service Desk Manager.

Job Types: Full-time, Permanent
Pay: $18.00 - $24.00 per hour
Benefits:
- 401(k) and 401(k) matching
- Dental, health, and vision insurance
- Paid time off
- Retirement plan

Experience Preferences:
- Windows support: 3 years (Required)
- Active Directory: 2 years (Required)
- Microsoft Windows Server: 3 years (Preferred)
- Desktop support: 3 years (Required)
- Network support: 3 years (Preferred)

Relocation Requirement:
- Must be able to relocate to Gatesville, TX 76528 before starting work.

Work Location: In-person.

last updated 47 week of 2025

Job Tags

Hourly pay, Permanent employment, Full time, Work at office, Relocation, Monday to Friday, Night shift,

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