Technical Support Specialist

Technical Support Specialist Marble Falls, TX 78654 $48,000

• $55,000 a year
• Full-time $48,000
• $55,000 a year
• Full-time Technical Support Specialist Managed IT & Cybersecurity Support
• Financial Services Clients About the Role We provide managed IT and cybersecurity support to small financial-services offices
• independent advisor and broker-dealer representative offices operating under SEC and FINRA oversight.

As a Technical Support Specialist, you are one of a team of support specialists who serve as the day-to-day technical point of contact for these client offices: solving problems, keeping their systems running, and being the calm, competent voice on the other end of the line. Most of our client environments are small (a handful of users per office) and predominantly Windows-based on Microsoft 365, with a smaller number of Mac users. The majority run cloud-first infrastructure, with a subset still operating on premises servers. You will support a mix of both

• and a meaningful part of the role is helping clients still on legacy servers make the move to a fully cloud-based setup. What You'll Do Serve as first
• and second-tier technical support for client offices
• primarily by phone, supported by remote session and email
• triaging, troubleshooting, and resolving issues end to end.

Support Windows workstations and laptops (roughly 90% of the fleet) and macOS devices (roughly 10%). Administer and troubleshoot Microsoft 365 / Office 365: Exchange Online, Outlook, Teams, SharePoint/OneDrive, licensing, and user provisioning/deprovisioning. Manage user accounts, group memberships, MFA, and access through Microsoft 365 admin and Entra ID (Azure AD). Configure and maintain email journaling rules in Exchange Online to support client compliance, archiving, and recordkeeping obligations. Support cloud-first client environments (roughly 80%) as well as on-premises Windows Server environments (roughly 20%), including Active Directory, file shares, and basic server maintenance. Help clients transition off on-premises servers to a fully cloud-based model: migrating from local Active Directory to Microsoft 365 / Entra ID (Azure AD) authentication and moving file shares to cloud storage such as OneDrive, SharePoint, or Box. Assist clients transitioning away from a prior local IT provider, including the orderly hand-off and documentation of accounts, devices, and access so the client experiences no disruption. Decommission legacy on-premises infrastructure once a migration is complete

• including retiring a prior provider's managed firewall and transitioning the office to a simpler ISP-provided device, since the need for an on-premises firewall is reduced once the server is gone.

Set up, image, and configure new workstations; handle onboarding and offboarding of client staff.

Troubleshoot networking basics:

connectivity, Wi-Fi, VPN, printers, and ISP/router escalation. Support endpoint security tooling

• antivirus/EDR agents, patching, disk encryption (e.g., BitLocker), and backup verification. Participate in incident response for client offices
• recognizing and triaging potential security incidents, executing defined incident-response runbook steps, assisting with containment, and supporting the senior IR lead through resolution and documentation.

Document tickets, resolutions, and client environment details clearly and consistently in our ticketing/work management system. Escalate complex issues to senior engineers with clear, well-documented hand-offs. Help clients follow good security hygiene and reinforce safe-computing practices appropriate to a regulated environment. What We're Looking For

• Required 2+ years in a help desk, desktop support, or MSP technical support role. Strong hands-on Windows 10/11 troubleshooting skills. Working knowledge of Microsoft 365 / Office 365 administration and support. Comfortable helping clients move off on-premises servers to a cloud-based model
• Microsoft 365 / Entra ID authentication and cloud file sharing (OneDrive, SharePoint, Box)
• and managing the practical pieces of that transition. Strong phone presence
• comfortable being the primary voice support for clients, walking users through issues over the phone and explaining technical problems in plain, friendly language.

Solid grasp of networking fundamentals (DNS, DHCP, VPN, Wi-Fi, basic routing). Excellent written documentation habits and ticket discipline. Reliable, self-directed work style suited to a remote position, while collaborating well as part of a team of support specialists

• sharing knowledge, covering for teammates, and keeping ticket hand-offs clean. Professional, patient, client-facing communication
• our clients are not IT people. Nice to Have macOS support experience. Windows Server / Active Directory administration experience. Experience in an MSP or managed-services environment. Exposure to endpoint security, EDR, patch management, or RMM tooling. Familiarity with incident response
• following runbooks, containment steps, or security incident handling.

Familiarity working with regulated clients (financial services, healthcare, or similar). Microsoft certifications are a plus (e.g., Microsoft 365

Certified:

Fundamentals, Modern Desktop Administrator, or Azure/Entra ID associate-level credentials). Other relevant certifications welcome (CompTIA A+, Network+, Security+, etc.). Why Join Us Fully remote role with a supportive, tight-knit technical team. Varied work across a portfolio of small-office clients

• no two days look the same.

Clear escalation path and senior engineers who back you up. Growth into senior support, security, or systems engineering tracks. Company Benefits Comprehensive health, dental, and vision insurance for eligible employees. Paid Time Off (PTO) and sick leave. Performance-based bonuses. 401(k) matching Application Information Ready to join our team? Submit your application, including your resume and a cover letter, by June 15, 2026. Selected candidates will be contacted for an initial interview, followed by additional interviews as needed. For questions or updates, please contact Lorinda Peters at 515-954-7774, ext. 102.

Pay:

$48,000.00

• $55,000.

00 per year

Benefits:

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

Work Location:

In person