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Helper Connectwise Jobs in Texas (NOW HIRING)

myIT.com

Systems Engineer

Bedford, TX · On-site

Participate in meetings and train Help Desk and Field Technicians. * Assist in developing client It ... Managed Services (MSP), Connectwise and Kaseya experience a plus!

myIT com

Systems Engineer

Bedford, TX · On-site

Participate in meetings and train Help Desk and Field Technicians. * Assist in developing client It ... Managed Services (MSP), Connectwise and Kaseya experience a plus!

Mytech Partners

Business Technology Advisor

San Antonio, TX · On-site

$40K - $80K/yr

Fulfill the mission of Mytech by guiding clients to IT best practices, helping them budget and plan ... with ConnectWise a plus * Proven ability to learn and conduct high level business conversations ...

myIT com

Senior Systems Engineer

Bedford, TX · On-site

$93K - $128K/yr

You'll also Assist Help Desk Technicians, Field Technicians and Field Engineers with support issues ... Managed Services (MSP), Connectwise and Kaseya experience a plus!

myIT.com

Senior Systems Engineer

Bedford, TX · On-site

$93K - $128K/yr

Youll also Assist Help Desk Technicians, Field Technicians and Field Engineers with support issues ... Managed Services (MSP), Connectwise and Kaseya experience a plus!

myIT com

Senior Systems Engineer

Bedford, TX · On-site

$93K - $128K/yr

You'll also Assist Help Desk Technicians, Field Technicians and Field Engineers with support issues ... Managed Services (MSP), Connectwise and Kaseya experience a plus!

myIT.com

Senior Systems Engineer

Bedford, TX · On-site

$93K - $128K/yr

You'll also Assist Help Desk Technicians, Field Technicians and Field Engineers with support issues ... Managed Services (MSP), Connectwise and Kaseya experience a plus!

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Showing results 41-60

All JobsHelper Connectwise JobsHelper Connectwise Jobs in Texas

Helper Connectwise information

What is the difference between Helper Connectwise vs Help Desk Technician?

AspectHelper ConnectwiseHelp Desk Technician
CertificationsITIL, CompTIA A+CompTIA A+, HDI Support Center Analyst
Work EnvironmentIT service management, remote and on-site supportHelp desk, call centers, remote troubleshooting
Industry UsageManaged service providers, IT departmentsIT support, technical support services
Common Search/ComparisonHelper Connectwise vs Help Desk Technician

Helper Connectwise typically refers to roles involving the use of ConnectWise platform for IT service management, focusing on ticketing, automation, and client communication. Help Desk Technicians provide technical support and troubleshooting, often using various ticketing systems including ConnectWise. While both roles support IT services, Helper Connectwise emphasizes platform-specific tasks, whereas Help Desk Technicians focus on resolving technical issues across different tools.

What are the most commonly searched types of Connectwise jobs in Texas? The most popular types of Connectwise jobs in Texas are:
What are popular job titles related to Helper Connectwise jobs in Texas? For Helper Connectwise jobs in Texas, the most frequently searched job titles are:
What job categories do people searching Helper Connectwise jobs in Texas look for? The top searched job categories for Helper Connectwise jobs in Texas are:
What cities in Texas are hiring for Helper Connectwise jobs? Cities in Texas with the most Helper Connectwise job openings:
Helper Connectwise jobs near you
Infographic showing various Helper Connectwise job openings in Texas as of August 2026, with employment types broken down into 80% Full Time, 13% Part Time, 1% Temporary, 5% Contract, and 1% Nights. Highlights an 99% Physical, and 1% Remote job distribution.

Tier 1 IT Support Engineer

Avatar Managed Services

Houston, TX

Full-time

Medical, Dental, Vision, Retirement

Re-posted 29 days ago

Job description

Job Summary 

We are seeking a highly motivated and customer-focused Tier 1 IT Support Engineer to join our Service Desk team. This role serves as the first point of contact for all technical support issues, delivering quick and effective resolutions aligned with the ITIL framework. You will diagnose incidents, fulfill service requests, and escalate issues appropriately. All while delivering a high-quality support experience to our end users. 

Key Goals and Expectations 

Goal 

Expectation 

First Contact Resolution (FCR) 

Resolve ≥70% of tickets at first touch 

Customer Satisfaction (CSAT) 

Maintain CSAT scores ≥90% 

Ticket Response Time 

Respond to all new tickets within 10 minutes 

Escalation Accuracy 

Properly escalate ≤30% of cases, with full documentation 

Documentation 

Log all actions clearly and use knowledge base consistently 

Compliance 

Adhere to ITIL-aligned processes and internal SOPs 

Participation 

Attend team stand-ups, submit process improvement ideas, and complete assigned training 

Key Responsibilities 

Incident Management 

  • Log, triage, and troubleshoot user-submitted incidents using the ITSM platform 

  • Perform initial diagnosis and apply KB-guided solutions 

  • Identify root causes for common problems and propose workarounds 

  • Resolve low impact, recurring technical issues independently 

Request Fulfillment 

  • Handle service requests such as: 

  • Password resets 

  • Account unlocks 

  • Software installations 

  • Basic access provisioning 

  • Track fulfillment through standard workflows and maintain communication 

Knowledge & Documentation 

  • Reference knowledge base articles during ticket handling 

  • Suggest updates to existing documentation or draft new KB entries as needed 

  • Flag content gaps or inconsistencies 

Escalation Handling 

  • Use predefined Escalation Process Flow to determine Tier 2 handoffs 

  • Document all steps taken before escalation, including: 

  • Logs, screenshots, KB links 

  • User interactions 

  • Attempted fixes 

Customer Interaction 

  • Communicate effectively and empathetically with users 

  • Provide regular updates and set expectations for resolution 

  • Educate users on common issues and prevention steps 

Required Skills & Experience 

  • Basic knowledge of Windows OS, Office 365, remote support tools 

  • Experience using ITSM tools (e.g., ConnectWise PSA, Dynamics 365 Customer Service) 

  • Excellent verbal and written communication skills 

  • Customer-first mindset and problem-solving attitude 

  • Ability to follow structured processes and document work accurately 

Preferred Qualifications: 

  • CompTIA A+, Network+, or equivalent 

  • Prior helpdesk or technical support experience (1+ years) 

Success Metrics 

  • FCR Rate: ≥70% 

  • Average Handle Time (AHT): ≤12 minutes 

  • Escalation Rate: ≤30% 

  • Ticket Volume: 12–16 tickets/day 

  • CSAT Score: ≥90% 

  • SLA Response Compliance: 100% within response SLA 

Work Schedule 

  • 8-hour shift during standard business hours (7:00 AM – 6 PM) 

  • On-call participation: (None required for Tier 1) 

Qualifications:

  • Excellent customer service and interpersonal skills
  • Highly self-motivated and detail-oriented
  • Ability to effectively prioritize and multi-task in a high-pressure environment.
  • Strong background in Windows client operating systems, standard desktop applications, and user account management.
  • Working knowledge of network support issues
  • Working knowledge of remote working systems and support
  • Ability to work in a team-oriented collaborative environment.
  • 1 year to 2 years of service desk experience is preferred.
  • At least 2 years of Customer Service experience required, 3 or more years preferred.
  • Ability to install, configure and troubleshoot Windows client operating systems.

Benefits:

Health

Dental

Vision

401k