Field Support IT Technician (Onsite) Andrews & Associates I.T. Solutions, LLC Amarillo, TX Job Details Full-time 6 hours ago Benefits Paid holidays Health insurance Dental insurance Paid time off Vision insurance Retirement plan Qualifications Non-technical user support Customer communication Confidential information handling In-person customer service Windows Company vehicle operation Driver's License Desktop (troubleshooting support) Networking equipment (troubleshooting support) Firewall Management Network infrastructure management Desktop administration Full Job Description Andrews & Associates IT Solutions, LLC 6117 W Amarillo Blvd, Amarillo, TX Full-time, onsite and field-based Compensation is set based on education, experience, and certifications. The short version We need an experienced technician who can walk into a client's office, take ownership of the problem in front of them, and leave with it solved. Not a ticket-closer. A fixer. Who we are Andrews & Associates is a managed services provider in Amarillo supporting law firms, medical practices, banks and insurance agencies, county and municipal government, and agriculture and energy operations across the Texas Panhandle. Our clients operate in regulated industries, which means the work we do carries real consequences and is subject to real standards. We take that seriously, and we expect the people we hire to do the same. We are a relationship-first, customer service-centered organization. Our clients are not accounts, and they are not ticket volume. They are people running businesses that depend on the systems we maintain, and they deserve nothing less than our best effort and the full leverage of our talent applied to their problems and their goals. Care and empathy for the client are not soft skills here. They are the job. We are not a break-fix shop. We design, deploy, secure, and maintain the environments our clients run their businesses on. We promote from within. Our administrators came up through this seat. Do this work well, earn the trust that comes with it, and the path into infrastructure and our more specialized work is open. What you will actually do Serve as the onsite escalation point for issues our Level 1 team cannot resolve remotely Travel to client sites across Amarillo and the surrounding region for scheduled projects, deployments, and emergency response Troubleshoot and repair Windows workstations, servers, printers, and peripherals in live business environments Resolve Microsoft 365 and Entra ID issues at the user level: sign-in and MFA failures, mailbox and mail flow problems, SharePoint and Teams access, and Intune enrollment and device compliance errors. Execute routine user and license changes as assigned Support clients using Microsoft 365 Copilot and other AI platforms and models: access and licensing problems, usage questions, and knowing when something touches data governance and needs to go up the chain Work through Windows Server, Active Directory, DNS, DHCP, and file and print failures: authentication problems, name resolution, permissions, mapped drives, and print queues Diagnose network faults across managed switches, VLANs, firewalls, and wireless. Determine whether the problem is the endpoint, the cable, the switch port, the firewall, or the carrier Verify backup jobs, investigate failures, and run restores when a client needs data back Respond to endpoint security alerts and follow our incident procedures Escalate to our network administrators when a fix requires infrastructure changes, and hand off with enough detail that they are not starting over Document everything you touch in our PSA so the next technician inherits your work instead of repeating it Explain technical problems to non-technical people without condescension Our doctrine is simple: fix the customer, then fix the problem. If a client is frustrated, that gets addressed before the keyboard does. We also fix things once. Solution durability is a standard here, not a preference. Diagnose the root cause, plan the work before you get in the truck, bring what the job will need, and think about what this environment looks like six months from now. Test before you leave. Confirm the fix with the person who reported it and verify you did not break something adjacent on the way out. A second trip for the same problem is downtime the client pays for and trust we pay for. What you need Three or more years of hands-on IT support experience, with meaningful time at Level 2 or above Demonstrated skill with Windows 10 and 11, Windows Server, and Active Directory Working knowledge of Microsoft 365 from the support side. You can move around the admin center well enough to diagnose a user's problem without being walked through it Practical networking ability. You can trace a problem from the workstation to the switch to the firewall without guessing Comfort working independently at a client site with no one looking over your shoulder A first-time-fix mindset. You would rather spend twenty minutes finding root cause than make the drive twice Genuine care for the people you are helping. Empathy is a requirement of this role, not a bonus. A client who is stressed, embarrassed, or worried about the cost needs a technician who steadies them before touching the machine Professional appearance and conduct in client environments. You will be in law offices, exam rooms, bank branches, and county buildings, which calls for business casual attire, respectful communication, discretion around confidential information, and the awareness to keep a low profile in someone else's active workplace A valid Texas driver's license, an acceptable driving record, and reliable transportation Must pass a criminal background check, including fingerprinting. Approval under the

FBI CJIS

Security Policy is a prerequisite for an offer. If you cannot be cleared, we cannot hire you, regardless of technical ability Ability to lift 50 pounds and work in server rooms, ceiling spaces, and other cramped or non-ergonomic areas Availability for an on-call rotation and occasional after-hours or weekend project work What helps you stand out Prior MSP experience, especially in a multi-client environment CompTIA Network+ or Security+, or Microsoft certifications such as MD-102 or MS-102 Experience with ConnectWise, SonicWall, Huntress, Cambium, or comparable platforms Structured cabling, low voltage, or VoIP deployment experience Familiarity with HIPAA, GLBA, CJIS, or similar compliance frameworks Working knowledge of current AI platforms, particularly Microsoft 365 Copilot and the data governance questions that come with it What we offer Health, dental, and vision coverage Paid time off and paid holidays Retirement plan details Company vehicles provided for field work Exam reimbursement for approved certifications upon successful completion A small team where your work is visible, and your judgment is trusted No commute to Dallas, no cubicle farm, and a real say in how we do things How to apply Send your resume and a short note about the hardest problem you have solved onsite to . We read every one. Questions? Call us at 806-242-1088.

Work Location:

In person