A Help Desk Technician or Analyst provides technical support to computer users. Handles customer inquiries and works to resolve technical issues with computer hardware, software or networks. Provides customer support by phone, email, live chat or with screen sharing. May refer customers with complex system or application problems for more advanced technical support. Tracks help requests using a ticketing system.
Level 2/3 Technician (Market Development & Technical Escalation)
Location:
Frisco, TX The Role:
Techital has been serving clients in the Frisco and Fort Worth area for six years and is expanding our Frisco operation. We're a team of nine (soon to be ten), split between three technicians in Frisco and the remainder based in Glendale, CA. We're hiring a Level 2/3 technician to serve as a technical lead in the region—joining our escalation team, collaborating across locations, and conducting technical discoveries with prospective clients. Most client work is handled remotely, so you'll work closely with the Glendale team day to day while also leading onsite engagements in the Frisco area. You'll be the first technical person our clients meet, leading audits, and environment assessments while working with the team to scope solutions. This role requires independence, technical depth, and the drive to grow our Frisco/DFW market presence.
Responsibilities:
Technical Leadership & Escalation:
Join our escalation team supporting complex infrastructure, server, networking, and Microsoft 365 issues Collaborate remotely with the Glendale team on advanced technical problems Troubleshoot and resolve complex issues across client environments Maintain documentation and knowledge sharing across locations
Client Engagement & Discovery:
Conduct technical audits and discovery meetings with prospective clients Lead first-contact technical conversations to assess environments and needs Partner with the team to scope solutions and support early-stage engagements Support project work and professional services
Technical Execution:
Provide remote and onsite technical support for infrastructure, servers, networking, and cloud platforms Troubleshoot Windows Server, Active Directory, Microsoft 365, and network infrastructure Perform onsite field service and project implementation Maintain proactive standards and improve ticket flow
Required Skills & Experience:
5-8+ years in MSP or comparable IT environment Windows Server, Active Directory, Group Policy, DNS, DHCP Microsoft 365 administration (Exchange, SharePoint, Teams, Entra ID) Networking fundamentals (TCP/IP, VLANs, firewalls, VPNs) Backup and disaster recovery troubleshooting RMM and PSA experience (Autotask preferred) Independent problem-solver with ownership mentality Strong written and verbal communication Valid driver's license and comfort with onsite client work throughout
DFW Bonus:
discovery, audit, or sales enablement experience at an
MSP Travel:
Local travel throughout DFW for onsite support, discovery meetings, and client calls as needed. Occasional travel outside DFW based on business needs.
Benefits:
401(k) retirement plan Medical benefits
Benefits:
401(k) 401(k) matching Dental insurance Health insurance Health savings account Paid time off Vision insurance Application Question(s): Do you have at least 3-5+ years experience working in an MSP or comparable IT environment? If so, please give more details/information. Do you have experience in Networking fundamentals including TCP/IP, VLANs, firewalls, VPNs. - If so, how much? Do you have experience in RMM and PSA's? (Autotask experience preferred) If so, please list them below. What is your ideal pay rate/range you're looking for? When would you be able to start? Do you have a valid Texas driver's license, reliable transportation, and are comfortable performing onsite client work? Where are you currently located? We are looking for someone in or around the Frisco/Fort Worth (DFW Area) - this is not a fully remote position - it requires being on site with our clients locally.
Education:
Bachelor's (Required)
Experience:
Microsoft Windows Server:
3 years (Required)
Active Directory:
3 years (Required)
Location:
Frisco, TX 75034 (Preferred) Ability to
Commute:
Frisco, TX 75034 (Required) Willingness to travel: 50% (Required)
