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Level 1 Help Desk Technician
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Morris Technology Solutions
San Antonio, TX (In Person)
Full-Time
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Job Description
Job Summary Morris Technology Solutions (MTS) is seeking a Help Desk Technician to support end users across multiple organizations. This individual will serve as a primary point of contact for technical support and troubleshooting, assisting with hardware, software, and network-related issues while delivering a professional and positive support experience. The ideal candidate is service-oriented, detail-focused, and capable of managing multiple requests efficiently. This role plays a key part in maintaining operational continuity and ensuring users can work productively with minimal disruption. Why MTS? Founded and headquartered in San Antonio with local ownership, MTS is a fast-growing, values-based consultancy that has achieved over 100% growth since 2022. We offer an in-person, team-driven environment where you'll learn from industry experts, gain exposure to senior leadership within our clients, and build life-long professional relationships. Our people-first culture is reflected in strong reviews on Google and Glassdoor! Key Responsibilities Technical Support Serve as a primary point of contact for technical support requests via phone, email, chat and ticketing system Troubleshoot and resolve issues related to desktops, laptops, printers, mobile devices, networks, and other equipment Support operating systems, business applications, and cloud-based tools Assist with password resets, account provisioning, and access management Install, configure, and maintain hardware and software Ticket & Incident Management Log, categorize, prioritize, and track support requests in the ticketing system Provide timely resolution in accordance with service level expectations Escalate complex or unresolved issues to senior technical staff Follow up with users to confirm issue resolution User Setup & Maintenance Support employee onboarding and offboarding processes Maintain accurate asset inventory and documentation Apply updates and patches as directed Documentation & Process Compliance Accurately document troubleshooting steps and resolutions Follow established IT policies, security standards, and procedures Contribute to the development and improvement of support documentation Required Qualifications 3+ years of experience in IT support, help desk, or technical support role at an MSP Working knowledge of Windows and macOS operating systems Familiarity with Microsoft 365 management Basic understanding of networking concepts (IP, DNS, connectivity troubleshooting) Strong communication and customer service skills Ability to manage multiple tasks and prioritize effectively Preferred Skills and Experience Associate degree or technical certification (e.g., CompTIA A+, Network+) Experience with MSP tools and systems Experience supporting cloud-based environments Past experience in a remote role Preferred Tool Experience Halo NinjaOne Guardz SentinelOne Thread CIPP Hudu Performance Expectations Provide timely and effective issue resolution Maintain accurate and complete documentation Deliver high-quality customer service Adhere to set IT policies and procedures Work Environment In office at 78232 Monday through Friday Onsite visits to clients occasionally required (as needed) Job Type Full-time