Heart of Texas IT is looking for an experienced Level 2 Helpdesk Support Technician to join our growing managed IT services team in Round Rock, Texas. This is a hybrid technical support and field service position. You will work from a combination of our Round Rock office, home, and client locations throughout the Central Texas area. Providing onsite technical support to our clients is a primary responsibility of this position. If you're looking for a 100% work-from-home help desk position, this will not be the right fit. We're looking for someone who enjoys troubleshooting, takes ownership of problems, communicates well with customers, and is comfortable supporting a variety of technologies and business environments. What You'll Do You'll be responsible for resolving day-to-day IT issues both remotely and onsite at client locations.

Responsibilities include:

Provide remote and onsite technical support to business clients Travel to client locations as needed to provide hands-on technical support Troubleshoot Windows desktops, laptops, servers, and common business applications Support Microsoft 365, Outlook, Exchange Online, Teams, OneDrive, and SharePoint Manage Microsoft 365 users, licensing, MFA, permissions, and basic Microsoft Entra ID functions Troubleshoot Active Directory and Windows user/account issues Diagnose network connectivity, DNS, DHCP, TCP/IP, Wi-Fi, VPN, firewall, and switching issues Install and configure computers, monitors, printers, switches, wireless access points, and other IT equipment Assist with workstation deployments, network installations, equipment replacements, and client projects Troubleshoot line-of-business applications and work with third-party software vendors when necessary Respond appropriately to suspicious emails, compromised accounts, endpoint security alerts, and other cybersecurity concerns Monitor and support client systems using RMM, endpoint security, backup, and other managed-service tools Manage assigned service tickets from initial response through resolution Clearly document troubleshooting steps, work performed, and resolutions in our ticketing system Keep clients informed about the status of their issues Recognize when an issue should be escalated and provide complete documentation when escalating The ideal candidate has 3+ years of professional IT support experience. Previous experience working for an MSP or supporting multiple business environments is strongly preferred. You should be comfortable working with: Windows 11 Microsoft 365 administration Outlook and Exchange Online Microsoft Teams OneDrive and SharePoint Microsoft Entra ID / Azure AD fundamentals Active Directory MFA and user security DNS and DHCP TCP/IP and network troubleshooting Business-class firewalls, switches, and wireless networks VPN troubleshooting Endpoint protection and EDR concepts Backup and recovery fundamentals Remote support and RMM tools Ticketing systems Basic PowerShell and command-line troubleshooting Experience with MSP tools and business-class network environments is a plus. Onsite & Travel Requirements This is a hybrid position based in Round Rock, Texas, but traveling to client locations is a regular and important part of the job.

Candidates must:

Live within reasonable commuting distance of Round Rock, Texas Have a valid driver's license Have reliable personal transportation Be comfortable driving to client locations throughout the Central Texas area as needed Be comfortable working independently at client locations Be able to transport typical IT equipment such as computers, monitors, switches, wireless access points, and other small network equipment Authorized business mileage is reimbursed according to company policy. Benefits Company-paid employee health insurance

SIMPLE IRA

retirement plan Paid time off Paid holidays Mileage reimbursement for authorized business travel Technical training and professional development opportunities Hiring process Short phone interview Technical and troubleshooting interview Practical troubleshooting exercise Reference and background checks

Job Type:

Full-time Pay:

$24.00 - $27.00 per hour

Benefits:

Health insurance Paid time off Retirement plan Vision insurance

Work Location:

Hybrid remote in Round Rock, TX 78681