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Tier One Jobs in Texas (NOW HIRING)

SteerBridge

Tier 1 Help Desk Technician

El Paso, TX · On-site

$18 - $24.50/hr

They are seeking a Tier 1 Help Desk Technician to assist in operating an environment where all incidents, problems, requests, and service requests for end-users are received, monitored, tracked, and ...

SteerBridge

Tier 1 Help Desk Technician

El Paso, TX · On-site

$18 - $24.50/hr

As a Tier 1 Help Desk Technician, you will assist in operating an environment for managing incidents, problems, and service requests for end-users, ensuring effective communication and resolution.

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How much do tier one jobs pay per hour?

As of Aug 22, 2026, the average hourly pay for tier one in Texas is $20.79, according to ZipRecruiter salary data. Most workers in this role earn between $18.12 and $23.08 per hour, depending on experience, location, and employer.

What is a tier one?

Tier One jobs typically refer to entry-level positions within a company's customer support or technical support teams. These roles are responsible for handling the initial contact with customers, addressing basic questions, troubleshooting straightforward issues, and escalating more complex problems to higher support tiers. Tier One employees are often the first point of contact and play a crucial role in ensuring customer satisfaction. They usually follow scripts or guidelines and are trained to resolve common issues efficiently.

What does a tier one technical support specialist do?

A Tier One technical support specialist is usually the first point of contact for customers experiencing technical issues. Their daily responsibilities include answering phone calls, responding to emails or chat queries, troubleshooting basic problems, and logging incidents in a ticketing system. They often resolve straightforward issues themselves and escalate more complex cases to higher-tier support teams. Effective communication and clear documentation are essential, as Tier One specialists work closely with both customers and internal technical teams to ensure timely solutions.

What are the key skills and qualifications needed to thrive as a tier one technical support specialist?

To thrive as a Tier One Technical Support Specialist, you need a solid understanding of basic IT concepts, troubleshooting skills, and typically a high school diploma or equivalent, with some employers preferring IT certifications like CompTIA A+. Familiarity with help desk ticketing systems, remote desktop tools, and knowledge bases is essential for daily operations. Strong communication, patience, and problem-solving abilities help you effectively assist users and resolve issues efficiently. These skills ensure prompt and accurate support, leading to higher customer satisfaction and smooth IT operations.

What is the difference between Tier One vs Data Analyst?

AspectTier OneData Analyst
Required CredentialsHigh school diploma or equivalent, specialized trainingBachelor's degree in data science, statistics, or related field
Work EnvironmentManufacturing, logistics, or security settingsOffice, corporate, or consulting environments
Employer & Industry UsageGovernment agencies, security firms, manufacturing companiesBusinesses across finance, marketing, healthcare, and tech

While both roles involve operational tasks, Tier One positions typically focus on entry-level operational or security duties, whereas Data Analysts analyze data to inform business decisions. The key difference lies in the skill set and industry focus, with Data Analysts requiring more specialized education and working primarily in office settings.

What are popular job titles related to Tier One jobs in Texas?

For Tier One jobs in Texas, the most frequently searched job titles are:

What job categories do people searching Tier One jobs in Texas look for?

The top searched job categories for Tier One jobs in Texas are:

Tier One jobs near you
Infographic showing various Tier One job openings in Texas as of August 2026, with employment types broken down into 1% As Needed, 78% Full Time, 19% Part Time, and 2% Contract. Highlights an 89% Physical, 1% Hybrid, and 10% Remote job distribution, with an average salary of $43,245 per year, or $20.8 per hour.

Tier 1 IT Support Engineer

Avatar Managed Services

Houston, TX • On-site

Full-time

Medical, Dental, Vision, Retirement

Re-posted 13 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