Location:

North Fort Worth / Keller /

Roanoke Area Job Type:

Full-time, Onsite Salary:

$60,000-$70,000 per year About the Role We are hiring an IT Support Engineer, Level 1 to join our service desk. This is a phone-first role. Calls come straight to a technician through a round robin queue, so you are the first person our clients talk to when something breaks. There is no dispatcher in between. We support 135 plus clients across healthcare, legal, and the skilled trades. You will own tickets from the first call through resolution, escalate cleanly when a problem is bigger than Level 1, and document what you did so the next person is not starting over. We are looking for someone who wants to build a career here, not fill a seat. What You Will Do Answer inbound client calls as the first point of contact through our round robin phone queue Create, update, and resolve tickets in Autotask PSA with accurate notes and time entries Troubleshoot Windows 11 desktops, laptops, printers, and peripherals Handle Microsoft 365 day to day work including user setup, license assignment, password resets, mailbox permissions, and support for Teams, SharePoint, and OneDrive Perform Active Directory and Entra ID tasks such as account creation, group membership, password resets, and MFA support Run first response on endpoint security alerts from tools like SentinelOne, Huntress, and ThreatLocker , and escalate per our playbooks Troubleshoot basic connectivity issues including Wi-Fi, DNS, DHCP, VPN, and network printing Maintain client documentation in IT Glue as you work, not after the fact Escalate to Level 2 with clean, complete handoff notes Keep clients updated on status and hit our response and resolution targets Back up the team on projects and after hours work when needed What You Need At least 1 year working at a managed service provider (MSP) At least 1 Microsoft fundamentals certification already completed Willingness to finish two more Microsoft fundamentals certifications during your first 90 days. We pay for the training, we cover the exam, and we pay you a bonus when you pass Working knowledge of Windows, Microsoft 365, and Active Directory or Entra ID A strong phone presence . You can stay calm with a frustrated client and keep the conversation moving The ability to explain technical things in plain English to people who are not technical Clear written communication and the discipline to document as you go Dependability . You show up, you log in on time , and you follow through on what you said you would do Comfort using AI tools to learn faster and solve problems . We use AI intentionally across the company and expect everyone to lean into it A genuine desire to help people, catch small problems before they turn into big ones, and keep getting better Nice to Have One or more of the core CompTIA certifications: A+, Network+, or Security+. Not required , but it moves you up the list Hands on time with Autotask, Datto RMM, or IT Glue Exposure to SonicWall, Fortinet, or Ubiquiti gear Any experience with Hyper-V or Azure or AWS Schedule and Location Full time, salaried. Typical eight hour shift, Monday through Friday , in office . On-site work is minimal . Every so often we may ask you to drop off a laptop or set up a machine when our field engineer is tied up, and always local to the DFW area. We do not send Level 1 out of state. That work belongs to our professional services team. Keeping the phone queue staffed is the priority , so we pull people off it only when we need to. On-call rotation starts after 60 days , or whenever we agree you are ready for it. Rotations run one week at a time and are paid a per diem. Call volume is light. Benefits Health, dental, and vision coverage IRA with 3% company match. Paid time off and holidays Bonus pay, comp time, and cash incentives based on performance Certifications paid in full, exam fees covered, and a bonus when you pass A culture built around growth, recognition, and promoting from within

Pay:

$60,000.00 - $70,000.00 per year

Benefits:

401(k) Dental insurance Health insurance Paid time off Professional development assistance Retirement plan Vision insurance Application Question(s): Are you LOCAL and able to work onsite Monday-Friday in the North Fort Worth / Keller / Roanoke area?

YES or NO Experience:

Managed Service Provider (MSP): 1 year (Required)

License/Certification:

Microsoft Fundamentals certification (Required)

Work Location:

In person